custom table tickets in My Requests

sindhu43 · ‎09-19-2022

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 · ‎09-19-2022

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

View solution in original post

sindhu43 · ‎09-19-2022

I have checked the active field and it is false

sindhu43 · ‎09-19-2022

Hi Mahendra,

I have changed the code and the state is closed complete, active is false. But still not able to see in closed tickets.

Note: was able to see when the state was open.

Also script was slightly differ from OOB. Attached is the server script.

Kindly do the needfull