Problem tickets are all closed but still show as open in gadgets

networkalias · ‎10-09-2015

Hello, All 8 of our problems are Closed-Resolved but they're still showing in gadgets and gauges like My Groups Open Problems and Assigned to My Groups. Any idea what we're missing?

User179407 · ‎10-12-2015

If Resolved is a custom state, then yes the record will still be active and will show in this report

Can you use the approach I suggested, to find out that particular state ?

Suraj Chauhan

View solution in original post

User179407 · ‎10-09-2015

This report runs on Active records.

check if you have added custom values in your state field, if yes you will have to set Active = false for those custom values

Suraj Chauhan

User179407 · ‎10-09-2015

Also you can run a filter as Active = True and Assignment groups is javascript:getMyGroups()

Add the Active field in the list view (configure-->form layout) and see which record is still active.

By this way you will come to know about the state

Suraj Chauhan

networkalias · ‎10-12-2015

Thanks for the prompt replies Suraj. Are you saying that even if a Problem resides in a Closed-Resolved state, it is still considered Active?

User179407 · ‎10-12-2015

Loren Browdy: were you able to solve this ?

Suraj Chauhan