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

Jim Brandt jbrandt at bestpractical.com
Wed Feb 1 12:14:21 EST 2017

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?

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