Remove resolved cases from Service Operations Workspace dashboard

[Cat]

I've started at a new company that uses the SOW which is new to me!

How can I make it so that the dashboard doesn't show resolved tickets? I assume this is because it is showing active tickets, but I can't see where I can edit what is shown here

[Matthew_13]

Hi My Friend,

 This is a very normal point of confusion that I have seen when you first start using SOW.

Basically that tile isn’t controlled by a simple “hide resolved” setting on the dashboard itself. It’s pulling from a report/visualization behind the scenes that’s currently grouping all incidents assigned to you by state, which is why “Resolved” is showing up.

To change it, you’ll need to edit the source behind the widget and add a filter like:

• Active = true
  or

• State is not Resolved/Closed

Once that underlying filter is updated, the chart should immediately stop including resolved tickets.

If you dont see an option to edit or open the suorce, thats also normal — many SOW dashboards are locked down and only editable by admins or like report/PA owners. In that case, it just means you’ll need someone with those rights to tweak the visualization.

@Cat - If help you answer, Please mark Accepted Solution and Thumbs Up

[Zach Wyckoff]

MJG,

I'm struggling with this as well. I haven't been able to identify the visualization or source i need to update. Is there an easy way?