[rt-users] SLA Extension - searching for tickets with SLA not set

[Jim Brandt]

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?
>
>