More detail if running on 4.4.1:
SLA = '' # tickets where SLA was unset from a previous value
SLA is NULL # never had an SLA set
So this may be what you want: SLA is NULL OR SLA = ''
On 2/1/17 12:06 PM, Jim Brandt wrote:
What do you get if you search for SLA = '' ?
On 1/31/17 10:55 PM, Chris McClement wrote:
I can't figure out how to search for a field (specifically, "SLA") that
is unset:
Tickets that are emailed to our helpdesk are inserted into a "Helpdesk"
queue and from there an operator reviews the content and then assigns
the ticket to the relevant queue.
The "Helpdesk" queue does not have an SLA assigned to it, but the
downstream queues do. What's been happening, though, is that tickets
transferred from "Helpdesk" to "Queue1" (not it's real name) aren't
picking up the SLA default setting. Instead, the SLA field is unset.
If I search for tickets with SLA = 'STANDARD' I get results showing
tickets that have that SLA value.
If I search for tickets with SLA != 'STANDARD' I only get tickets that
have the SLA field set (URGENT or CRITICAL, for example). But I don't
get the hundreds of tickets that don't have the SLA field set at all.
Does anyone know the syntax to use to search for a field that is unset?
