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09-24-2025 06:28 PM
If ITIL users are using a module to go to list of incidents you can try using fixed query:
- As an administrator, navigate to System Definition > Modules.
- Open the desired module record from the left navigation.
- Set the Link Type to URL ( from arguments)
- In the Arguments field, enter for example /incident_list.do?sysparm_fixed_query=active=true. This will permanently apply the active=true filter when users click the module link, and they will not have the ability to remove it.
- Save the module.
Important: This fixed filter only applies when users access the incident list through this specific module. If an ITIL user types incident.list directly into the filter navigator, they will see all incident records, and the fixed filter will not be applied.
