Search results don't match query in filter

[Menna Kearns]

Currently on our INC tickets, we do not have an "on hold" state option in our dropdown. However, in a search for all INC tickets I add a filter for "on hold" and get a number of results. However, all the results are in the "resolved" state.  Any ideas why my query is returning results from a state I did not specify?

Thanks

[Punit S]

Hi Menna,

It's possible that the "on hold" state is not actually a state "display" value  in your INC ticket table, but rather a value exists in a list data field or table that is associated with the ticket or a value that's decommissioned for a reason but not displayed anymore via a display logic on table .

When you search for "on hold", the search is likely returning results where the "on hold" value appears in that field or table associated with the INC tickets, including resolved tickets, or the actual display value and value in DB arent set correct. 

To confirm this, you may want to review the fields and tables associated with the INC ticket table to see if there are any fields or tables that include the "on hold" value. You can also review the search filters you are using to ensure that they are properly configured and are not inadvertently including additional criteria that may be causing the unexpected results. Inspect the dictionary and list values for the field. 

If you determine that the "on hold" value is associated with a different field or table, you may need to adjust your search filters accordingly to return the desired results. Alternatively, you could consider adding an "on hold" state option to your INC ticket dropdown to better reflect the status of your tickets.

Please mark my answer as a solution/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal.

Thanks,
Punit

[Tony Chatfield1]

Hi, unfortunately the partial screenshot doesn't provide any clear details of your configuration.
Your query includes the INC number prefix, is this query being run on the incident table or on task table?

Perhaps you could provide the query URL (minus the instance name) so that the scenario can be reproduced in a PDI.

[Menna Kearns]

Hello, here is my query: https://xyz.service-now.com/nav_to.do?uri=%2Ftask_list.do%3Fsysparm_query%3Dstate%253D6%255EnumberST...

[Bert_c1]

Tony make good points.

Also what are the choice values:

https://[instance_name].service-now.com/sys_choice_list.do?sysparm_query=element%3Dstate%5ElabelSTAR...

Do any different values for the same label?

I guess your list view is:

https://[instance_name].service-now.com/incident_list.do?sysparm_query=state%3D3&sysparm_view=

in my instance 'On Hold' has a value of 3.