Trying to refine a search increases the number of results

Hi,

We’ve finally moved to RT 3.0.2 and have noticed a problem with
searching based on Custom Fields.

Starting with a new search, I select the queue that I want - in this
case, it’s called DCS

Queue = dcs -> 562 tickets returned.

I then refine it to only open tickets

Queue = dcs
Status = open -> 67 tickets returned.

Next, I want to refine it further to those with a Resolution (custom
field) of ‘Fixed’

Queue = dcs
Status = open
CF.dcs.{Resolution} = Fixed -> 31 tickets returned.

Finally, I want to add one last refinement - to return tickets in that
set with another custom field, ‘Requires Pullup?’, that have the value
of ‘Yes’

Queue = dcs
Status = open
CF.dcs.{Resolution} = Fixed
CF.dcs.{Requires Pullup?} = Yes -> 45 tickets!

I don’t understand what it happening here. I would have thought that
adding in another refinement to the search would reduce the number of
tickets found, not increase them.

Is this a bug, and if not, how do I get the right result of the search:

(Queue = dcs) AND (Status = open) AND (Resolution = Fixed) AND (Requires
Pullup? = Yes)

Thanks,
Jeremy Doran fox-rt_users@vulpes.net

Hi,

We’ve finally moved to RT 3.0.2 and have noticed a problem with
searching based on Custom Fields.

Starting with a new search, I select the queue that I want - in this
case, it’s called DCS

Queue = dcs -> 562 tickets returned.

I then refine it to only open tickets

Queue = dcs
Status = open -> 67 tickets returned.

Next, I want to refine it further to those with a Resolution (custom
field) of ‘Fixed’

Queue = dcs
Status = open
CF.dcs.{Resolution} = Fixed -> 31 tickets returned.

Finally, I want to add one last refinement - to return tickets in that
set with another custom field, ‘Requires Pullup?’, that have the value
of ‘Yes’

Queue = dcs
Status = open
CF.dcs.{Resolution} = Fixed
CF.dcs.{Requires Pullup?} = Yes -> 45 tickets!

I don’t understand what it happening here. I would have thought that
adding in another refinement to the search would reduce the number of
tickets found, not increase them.

Is this a bug, and if not, how do I get the right result of the search:

(Queue = dcs) AND (Status = open) AND (Resolution = Fixed) AND (Requires
Pullup? = Yes)

Thanks,
Jeremy Doran fox-rt_users@vulpes.net