I am really struggling with a Scoreboard query which should be simple and do the following:
Show all active tickets where the assignee is null, group = IT Store Calls and the status is not equal to Resolved or Follow Up
Tried the following queries - neither work
active=1 and group.last_name=\'IT Store Calls\' and assignee IS NULL and (status.sym!=\'Resolved\' OR status.sym!=\'Follow Up\')
This one did not work, it still showed call tickets with those 2 statuses.
Right, i did not read your question I only corrected your first attemp
active=1 and group.last_name=\'IT Store Calls\' and assignee IS NULL and status.sym!=\'Resolved\' and status.sym!=\'Follow Up\'
But you should take Michael's one, shorter and easier to read!
I think the following might work:
active=1 and group.last_name=\'IT Store Calls\' and assignee IS NULL and not status in ( \'RE\' , \'FU\' )
This query worked great for me ... I did not think about using the (not status in) function within my query - mostly use the (!=) function since I mostly deal with only eliminating based upon 1 piece of criteria.
Great, that it helped.
Yes, the system has some restrictions when it comes to OR conditions especially together with dotted notation(status.sym), the "not ... in" is sometimes helpful in these scenarios.
Thanks for the feedback.