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Service Desk Project - How do I hide closed status tickets from a custom queue?

Robert Love
Robert Love Jan 05, 2023

We have a queue for new hires based on request type "Onboard new employees" that have been submitted through our customer portal. 

The queue currently shows all new, pending, scheduled, etc. status' but also keeps the status "closed" in the list. 

The queue was created in advanced mode and I am looking for the syntax to remove or hide only the tickets that are in "closed" status, which is the end of the workflow. 

 

Thanks in advance!!

-Rob

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Mikael Sandberg
Mikael Sandberg Community Leader Jan 05, 2023 • edited

If you add resolution = Unresolved to the filter used by the queue it should exclude closed requests. But that will only work if you set the resolution when the request is moved to closed, either by setting it as a post function on the transition or via a transition screen.

The other option is to add status != Closed to the filter, but I would recommend using the resolution option.

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Robert Love
Robert Love Jan 06, 2023

Mikael,

 

That worked like a charm!

"Request Type" = "Onboard new employees (HD)" AND resolution = Unresolved

 

Thanks for your help! Cheers

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