I can’t figure out how to search for a field (specifically, “SLA”) that is
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?