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How to hide closed SRs from Employee in MyHelp?

edited Oct 17, 2025 9:58AM in Help Desk

Summary:

When the 'Auto-Close HR Help Desk Service Requests' process runs and automatically moves SRs from Resolved to Closed, the Closed SRs still remain in the MyHelp existing SRs list until the 'Delete Closed HR Help Desk Requests' process is run and it removes from both the employee UI and the agent UI. I have clients where this is an issue:

  1. is migrating over 100k SRs in a new implementation and they are being loaded as Closed so the Primary Contact will see years of SRs in their MyHelp which is not ideal
  2. Another client wants the Agents to be able to search closed tickets in the agent UI but not visible to the Employee in MyHelp

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