Filter Out Closed Tickets in the Winuser Console

Are you looking for a way to filter the view a user sees in the Winuser console? Looking for a specific ticket can be overwhelming when you have to sift through every single ticket you've opened. Sorting those tickets would be a neat trick.

When your users are working in the Winuser console they are typically presented with this:

Click to view.

Of course, looking at this the user sees every ticket they have opened. If they wanted to look for their open tickets, it could be cumbersome. So I started to research if there was a way to filter out the Closed tickets from the view.

I finally stumbled on an approach that works. Here are the steps:

1. Find the file ConsoleMyHD.ascx in the AeXHD\templates directory.
2. Create a copy of this file and place it in your custom\templates directory and rename it to custConsoleMyHD.ascx. (This of course, following the best practices)
3. Edit this file and look for the following line:
   

    DataStore("Contact").BeginEdit
    
    

4. Add the following line right below the one found in Step 3:
   

    DataStore("Contact").AssociatedWorkItems.DefaultView.RowFilter = "workitem_status_lookup_id<>'600'"
    
    

5. Save the file.
6. Go to the AeXHD/winuser directory and make a backup of the web.config file.
7. Edit the web.config file and locate the following line:
   

    <commandParam name="template" value="ConsoleMyHD" />
    
    

8. Change the value to point to the location of the updated file. So if you put the updated file in the custom\templates directory, it would look like this:
   

    <commandParam name="template" value="~\custom\templates\custConsoleMyHD.ascx" />
    
    

9. Save the file.

After making these changes I did not have to restart IIS, but it wouldn't hurt to do so.

Here is how it looks afterwards:

Click to view.

So as you can see, this will filter out the tickets in a Closed status. If you want to filter out other statuses as well such as Resolved too, you would just need to modify the line in Step 4 accordingly.