Request count under My active items not correct

[mah1]

Does the count of requests under My active items in Employee Center represent the number of Open requests?  For example, if it shows 9+ Requests, then I would expect there to be at least 9 items listed in open requests.

If this is true, then the count is not correct in our instance.  I see a user where 9+ Requests is shown but they have zero open requests; they do have more than 9 closed requests.

As far as I know, no changes were made to this widget. We have added ideas and demands to My Request Filters. 

What would cause this count to be off for some users?  How can this be corrected?

Thank you

[Community Alums]

Hi mah,

The My active items widget displays all user activity that requires your input or review.

In the My active items widget, the Tasks and Requests activities are available by default in the Employee Center. The Tasks activity is set to primary by default. The Task activities are displayed using the existing to-do configuration and the Requests activities are displayed using the existing request filters.

Refer to this link to understand what is those 9+ Requests and "tasks" means :https://docs.servicenow.com/en-US/bundle/sandiego-employee-service-management/page/product/employee-...

Mark my answer correct & Helpful, if Applicable.

Thanks,
Sandeep

[mah1]

Hi Sandeep,

Thank you for the information. It confirms my expectation that the count is supposed to represent the number of open requests (i.e., requests that require action).  But this is not what we are seeing.

We have turned off Tasks and made Requests primary. We made no changes to the widget itself or any scripts involved.

Looking for a way to correct this.

Thank you

[Jesse_H]

I believe I have found a solution (Rome/San Diego) to only count active requests instead of all requests.

1. Open the ActivityConfigurationUtilSNC Script Include:

/sys_script_include.do?sys_id=1dc8fe7253b03010067cddeeff7b1243&sysparm_view=&sysparm_domain=null&sysparm_domain_scope=null

2. Navigate to Line 423

3. Add reqQuery.addQuery('active', true); ...Before reqQuery.query();

Final result should look like this:

        for (var i = 0; i < myReqConfigList.length && reqCount <= this.ITEM_SUMMARY_COUNT_LIMIT; i++) {
            var myReqConfigRecord = myReqConfigList[i];
            var reqQuery = this._getMyReqRecQuery(myReqConfigRecord, true);
			reqQuery.addQuery('active', true);
            reqQuery.query();
            if (reqQuery.next())
                reqCount += Number(reqQuery.getAggregate('COUNT'));

        }
        return reqCount;
    },

[mah1]

I will give this a try. 

Thank you!