My Team Work

Pedro33 · ‎08-12-2025

I have two questions:
1) In "My Team Work," when I search for "Closed Completed," three different states appear: Close, Closed Completed, and On Hold. Can someone explain why this happens?

2) In "My Team Work," when searching for "On Hold," it still appears no records display even if there are incidents actually in the "On Hold" state. Can someone explain why this happens?

GlideFather · ‎08-18-2025

@Pedro33 Ok, let me try to explain it differently:

Because it's the parent Task table that has many Child ones... and the values might be different and grouping the records by state it applies on the parent not child...

Look at the State value 3:

Task > Closed Complete
Incident > On Hold

But the Task table doesn't know the On Hold state at all:

So that's why it cannot display it as it's a Task table, not incident... if you apply the very same conditions on the Incident table then you will get that records...

Does it make sense now?

———
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */

View solution in original post

GlideFather · ‎08-13-2025

Hi @Pedro33

Closed Complete is not Incident's state.... so it seems that it's from Task table (parent) and the state values might be different, you should also group by Class or any other type of the tickets

———
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */

GlideFather · ‎08-13-2025

@Pedro33 the second screenshot's condition is "State is (empty)", so it might be due to the different state values in different Task types (INC vs RITM vs PRB etc).

Go to the query from the first screenshot and click the chevrons to expand the groupings to get an idea about what records are there

———
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */

Pedro33 · ‎08-14-2025

On second screenshot, the query should be 'state in 'On Hold'' instead of 'state in (empty)' right?
I understand that are different task types and each has different states but should appear the state.

Pedro33 · ‎08-14-2025

In the second screenshot, it should apppear on the query 'State in On Hold' and not empty right?
I understand that are different task types and each task have different states but should appear something right?