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05-18-2022 04:29 AM
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
Solved! Go to Solution.
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06-28-2022 03:24 AM
I heard back from Now Support on this issue. It is actually a known problem. See below:
They confirmed the Request count is including both open and closed, this is a know defect tracked under the below PRB
PRB1585217: Employee Center(ESC): "My Active Items" widget is showing the incorrect requests count
This PRB is fixed in the upcoming SR - HR - Employee Center Bundle - August 2022 release.
They provided me with an update set to correct the issue on my instance.
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02-04-2023 05:30 AM
After uploading the update set also, I am still facing the issue such that My Active Items widget shows 9+ Request even though I have only 2 requests.
Pls help me with the solution for this?
Awaiting kind solution
Thank you
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02-04-2023 05:32 AM
After uploading the update set also I am still facing the same issue.
Pls help me.
Thank you
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06-18-2024 12:18 AM
Hi , Were you able to find any solution for this ?
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05-18-2022 09:31 AM
Unfortunately it seems that the widget always shows the total count of requests (opened + closed..).
If you change the filter of Service Catalog > My Request Filter to grab only the Requests in an open state, when you click the "X Requests" on the Employee Center you will find out that you can only see those filtered items. So you wouldn't be able to see any record on the "Closed Requests" option.
My workaround, although I still didn't figure out if there is a simple way how to do it (currently testing), is:
- Go to Employee Center > Activity Configuration;
- Clone the Requests record and deactivate the original one. You can even change the name to something like "My Requests";
- Create a simple script include, that makes a query to the sc_request table with the filter you want and return the getRowCount() value;
- On the entry "My Requests" change the summary view script to the new script include
I hope that this helps. If I figure out another way, I'll also share it here.
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05-19-2022 05:14 AM
Thank you... Does that mean you are seeing the same behavior I described where, under My active items, the count is the number of total requests (both open and closed)?
