Claire, Could some of them be Incidents that you migrated from your old system, or some created by SRM and some manually? I've not seen this behavior before, but I would try to identify at least one example that does show up at all times and one example that doesn't, and do a comparison via a select statement against HPD_Help_Desk of both records to try to find a pattern.
Thanks, Shawn Pierson Remedy Developer | Energy Transfer From: Action Request System discussion list(ARSList) [mailto:arslist@ARSLIST.ORG] On Behalf Of Sanford, Claire Sent: Thursday, July 05, 2012 2:28 PM To: arslist@ARSLIST.ORG Subject: ITSM 7.6.04 - Assigned Group Search on INC form. ** When searching for tickets in the HPD:Help Desk form using the Assigned Group*+ field, the values returned are not consistent. If I just put the group name in the field, it returns one value, if I use the drop down, it returns another value. Neither is the complete number of tickets. If I use a hidden field and the group ID instead of the group name in the advanced search bar, I get the complete number of tickets e.g. '1000000079' = "SGP000000000243". The problem with this is my users can't do this. Well, they can, but they don't know what to do and it is not as easy as just selecting the drop down or typing in the group name. Any ideas? Claire _attend WWRUG12 www.wwrug.com ARSlist: "Where the Answers Are"_ Private and confidential as detailed here: http://www.sug.com/disclaimers/default.htm#Mail . If you cannot access the link, please e-mail sender. _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org attend wwrug12 www.wwrug12.com ARSList: "Where the Answers Are"
