Chris McClement writes:
>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?

On 9 Dec 2016, Matt Zagrabelny wrote:
>... you can search for
>tickets with empty CF values using the Advanced editing option of a
>Search:
>
>'CF.{bar}' is null
In reply to a question about searching CF.{bar}

Maybe you can do something similar.

/jeff

________________________________________________________________________
The information contained in this e-mail is for the exclusive use of the 
intended recipient(s) and may be confidential, proprietary, and/or 
legally privileged.  Inadvertent disclosure of this message does not 
constitute a waiver of any privilege.  If you receive this message in 
error, please do not directly or indirectly use, print, copy, forward,
or disclose any part of this message.  Please also delete this e-mail 
and all copies and notify the sender.  Thank you. 
________________________________________________________________________

Reply via email to