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ITSM Search on status with "is not" gives incorrect results due to SLA statuses


When executing a search on Solution Manager ITSM tickets, on the search criterion Status and with operator "is not", the result list does not give correct results.

For example, an incident with status "Confirmed IRT Exceeded" does show up when searching with criterion "Status is not Confirmed".

Is there any solution for this behaviour?

Kind Regards,


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1 Answer

  • Best Answer
    May 05, 2014 at 12:21 PM

    Hi Joyca,

    Good day !

    It is a known symptom and you would need to make minor adjustments to your query an described in

    Note 1823268 - "Confirmed" messages are also included when searching for "Not Confirmed" messages in Solution Manager - CRM UI

    hope this helps



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    • Ok, thank you for confirming that "is not" is really not supported with values such as "proposed solution".

      I do wonder then why the operator "is not" CAN be chosen on the User Status crition, if it actually should not be used.