SLA Extension - searching for tickets with SLA not set

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?

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?

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?

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?

… 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

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Thanks!

SLA IS NULL <- that worked.

Following from this: I want to do a bulk update to set an SLA for these
calls. However the bulk update page doesn’t include any SLA fields. Any
ideas how I would go about setting the SLA on these calls (other than
manual, I have about 150 tickets that need this changed)?On Thu, 2 Feb 2017 at 06:28 Jeffrey Pilant jeffrey.pilant.ext@bayer.com wrote:

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.