Items disappearing from the backlog

[Brian Lancaster]

We use Request Items for intake of enhancements. I setup a triage board to be able to pull this in as part of the backlog. Management wants us to close the requests once they are put connected to a story. The problem is once your close the Request Item the story disappears from the backlog even though the story is still active. Is there a way to get around this?

[Community Alums]

I believe the issue comes from setting the RITM to active=false . This is done from workflow most likely. Best would be to duplicate the used workflow and change the logic so not to set it to inactive (possibly and state is involved, but more likely only active field). Other option is to edit the reference qualifier in story form of the field pointing to the RITMs and check if there is filter like active=true or similar.

[Brian Lancaster]

The backlog does have an active is true but it is looking at the rm_story table. So the stories are still active even when you close the RITM but stories do not show in the backlog. Changing the active to stay true would require business rule updates I believe that is not in the workflow.

[James Chun]

Hi @Brian Lancaster,

I believe you are talking about the following page and that the Story generated from a RITM disappears after closing it.

If you select the View standard list icon on the top right corner of the list, you will be able to open a list view with the applied filter.

As you can see in the following screenshot, if the original task is not a story, then the original task must be active.

I am not certain if there is a better way to achieve your goal but you can either break that link (i.e. rm_story.original_task) or apply some customization, refer to this article for the details - https://www.servicenow.com/community/now-platform-forum/agile-board-filter-the-backlog-on-the-sprint...

Cheers

[Brian Lancaster]

There has to be hidden code somewhere. I removed all reference active is true in the backlog filter.