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 ?
(group.last_name = 'AC Asset D2R War Room' OR group.last_name = 'AC Complex Customer War Room')
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' ))
Showing only tickets with ‘Hold’ status
(status = 'Reopened')
Not showing any results
(status != 'Reopened')
Showing all tickets where status is not ‘Reopened’
- 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?