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

[networkalias]

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 · Accepted solution]

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

[networkalias]

Yes, thank you. I see the Active State is True for all of the Problems even though they are all Closed-Resolved.

The "state" of "resolved" in our system must have been customized to be considered "active"?

[User179407]

Yes Loren Browdy

Thanks for the update.

You will have to write a Business rule to set Active = False for your custom state.

Suraj Chauhan

[Sivakrishna]

Dear team, 

             I have also same issue. I have a custom table called finance request. In that table when ever a ticket is created and its state is closed.  user portal queue that ticket state showing open. 

Please suggest me the solution to fix this issue

[Elliott2]

You need to set up TaskStateUtil on your custom table to tell the system which states correspond to active and inactive

https://docs.servicenow.com/en-US/bundle/vancouver-api-reference/page/app-store/dev_portal/API_refer...

This is achieved by setting properties on the dictionary override for the state field on your custom table