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CA service desk manager - Additional Search Arguments

Question asked by dipak_ddk on May 14, 2018
Latest reply on May 15, 2018 by mitu

Hi Experts, 

 

Here is my problem! Thanks in advance !

 

Requirement - I do have multiple groups ( say -G1, G2, G3... G10) and I want to see open incident belongs to G1, G2 and G5. Here 'open' status means - either Open / Hold / In process / Reopened.

Multiple testing cases

Additional Search Arguments

Is it showing correct results ?

Results explanation

(group.last_name = 'AC Asset D2R War Room' OR group.last_name = 'AC Complex Customer War Room')

Yes

Showing all incident belong to these groups

((  group.last_name = 'AC Asset D2R War Room' OR group.last_name = 'AC Complex Customer War Room') AND (status = 'Reopened' OR  status = 'Open' OR status = 'Hold' ))

No

Showing only tickets with ‘Hold’ status

(status = 'Reopened')

No

Not showing any results

(status != 'Reopened')

Yes

Showing all tickets where status is not  ‘Reopened’

 

 

 

 

 

 

 

Summary

  • Group condition is working as expected but the status condition is not working.

FYI - Status value is pulled from cr_stat. code and cr_stat. SYM as either Open / Hold / In process / Reopened.

 

So how to write the syntax for ‘Additional Search Arguments’ for this status condition?

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