Filters not working on some records

[stevewilson]

We have a filter set to show all records except if the country is Japan. For some reason the filter is filtering out records that should not be filtered out. The problem record doesnt have any data in the country field. When I search for this record and set the filter to Country is Empty I can see the record but if I set it to Country IS NOT Japan the record is filtered out. What is happening?

Empty Country Filter:

Country IS NOT Japan Filter:

This is a big issue because user will need to search and find this record. We already have the filters in place when they click on the link to view the records. Japan follows another process so it is vital users do not see those records.

[tltoulson · Accepted solution]

Hi Steve,

Most filter operations do not return empty fields in their results unless you specifically request them.   To do this, add an OR query to include the empty.   See this wiki article for reference: Condition Builder - ServiceNow Wiki (Filtering on Empty Fields)

[stevewilson]

Travis,

The link to the wiki explains it perfectly. I can see the right record now.

Thank you!

[bernyalvarado]

Hi Steve,

It does not show the record because you're still filtering by the Sales Central Number 700252888. Remove that from your filter and you should be able to see all the records that do not have Japan as their country.

Thanks,

Berny