custom table tickets in My Requests

[sindhu43]

Hi All,

we have a custom table which extends the task table and we want the tickets to be shown in My Requests in the portal.

For this, I have created record in request_filter table and it is showing up in the My Requests.

In our table we were using custom field(u_status) instead of state field. here the problem arrives, eventhough the ticket is closed(u_status is closed) it is appearing as open tickets in the portal. This is because the state field(from parent table) is open.

I have tried to update state field through business rule that if status is closed, state should be closed complete. But no luck the ticket was not appearing under closed tickets.

Can someone please help me how to fix this issue?

Thanks in Advance!

[Mahendra RC]

Hello Sindhu,

Could you please check the active field as well if the acitve field is being set to false when the state is getting changed to Closed Complete. If not then please do update the Active field to false once the State is updated to Closed completed and then check in portal if the ticket is getting reflected in closed request list.

If still you are seeing the issue than please share the script you have written on your custom table and the portal configuration you have done for My Request list.

If my answer helped you in any way then please do mark it as helpful. If it answered your question then please mark it correct and helpful. This will help others with similar issue to find the correct answer.

Thanks

[sindhu43]

Thank You Mahendra for the quick response.

Active field is setting as false as soon as state is closed complete. but still not able to see the ticket in closed tickets in  portal.

Below is the after update business rule to set state as close complete when status is closed

And we are using OOB script for My requests widget.

[Mahendra RC]

Hello Sindhu,

As it is not recommended to use current.update() in after BR on table. Could you please change the After BR to Before BR and use the below code:

if (current.u_status == "closed") {
current.state = 3;
current.active = false;
}

If my answer helped you in any way then please do mark it as helpful. If it answered your question then please mark it correct and helpful. This will help others with similar issue to find the correct answer.

Thanks

[Mahendra RC · Accepted solution]

Hello Sindhu,

Also the OOB widget will show the Open and Closed request based on the active field. So even if the state is closed complete but active is not false, then also the ticket will not be displayed under closed category. So I would request you to please check once the active field.

If my answer helped you in any way then please do mark it as helpful. If it answered your question then please mark it correct and helpful. This will help others with similar issue to find the correct answer.

Thanks