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

[Menna Kearns]

Thanks for the links.  Our incident table extends the task table. I see that on the task table the On Hold label has a value of 6, and on the Incident table, Resolved has a value of 6. Could this be causing the issue?

My queries based on the link you provided:

https://xyz.service-now.com/sys_choice_list.do?sysparm_query=element%3Dstate%5ElabelSTARTSWITHOn%20H...

https://xyz.service-now.com/sys_choice_list.do?sysparm_query=element%3Dstate%5ElabelSTARTSWITHResolv...

Additionally, I do not get an "On Hold" option when attempting to filter from https://[instance_name].service-now.com/incident_list.do?sysparm_query=state%3D3&sysparm_view=

But I do get an "On Hold" option from https://[instance_name].service-now.com/task_list.do?sysparm_query=state%3D3&sysparm_view=

[Menna Kearns]

I think I figured out what my issue is. I was running the search from the Filter Navigator on task_list.do (https://xyz.service-now.com/nav_to.do?uri=%2Ftask_list.do%3Fsysparm_query%3D%26sysparm_first_row%3D1...) and since the Incident table extends the Task table I get that task type in the results, and searching for "On Hold" returns "Resolved" as well as they have the same value (6) as I am technically running my query on the Task table. When I manually navigate to incident_list.do I no longer have an On Hold option.

Does this sound correct? Is there anyway to correct the search results so that if I run a query on the Task table and specify that the task type is "Incident", that "Oh Hold" will not return "Resolved" results?

Thanks again.

[Bert_c1]

Hello @Menna Kearns 

Please query sys_choice table with conditions 'element', 'is', 'state' and 'table', 'is one of', "task,incident".  As in the screenshot:

Notice those where value = 3.  Adjust your query according. I also get zero results when I query task as you posted.

https://[instance].service-now.com/task_list.do?sysparm_query=sys_class_name%3Dincident%5Estate%3D11&sysparm_view= 

There state value is '11', but the choice value as seen above is '3', Now if I query incident table for state = 'On hold'

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

we see the state value is 3.

See business rules that synchronze state values between 'state' and 'incident_state' fields.

https://[instance].service-now.com/sys_script_list.do?sysparm_query=GOTOcollection%3Dincident%5EnameLIKEstate%5EnameSTARTSWITHCopy&sysparm_view= 

I hope this helps.