Incident Meets Filter Criteria but Not Displayed in List View

[tulasi8]

Hi Community,

One of the incidents has the assignment group set to IAM, the state is ‘In Progress,’ and the ‘Assigned To’ field is empty. In the list view, I applied the following filter conditions:

• Assignment Group = IAM
• State = New, On Hold, In Progress
• Assigned To = empty
• Incident Number

However, the incident does not appear when the filter includes ‘Assigned To is empty,’ even though the field is indeed empty. When I remove that condition, the incident shows up in the list view. Could someone please help me understand why this is happening?

@Ankur Bawiskar 

Regards,

Tulasi.

[PrashantLearnIT]

Hi @tulasi8 

Is your condition fine to display your incident number?

[tulasi8]

Yes @PrashantLearnIT 

[Ankur Bawiskar]

@tulasi8 

share screenshots.

did you check the XML of that record has some null assigned_to?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[tulasi8]

@Ankur Bawiskar