Skip to Content

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,


Add a comment
10|10000 characters needed characters exceeded

Assigned Tags

Related questions

1 Answer

  • Best Answer
    Posted on 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



    Add a comment
    10|10000 characters needed characters exceeded

Before answering

You should only submit an answer when you are proposing a solution to the poster's problem. If you want the poster to clarify the question or provide more information, please leave a comment instead, requesting additional details. When answering, please include specifics, such as step-by-step instructions, context for the solution, and links to useful resources. Also, please make sure that you answer complies with our Rules of Engagement.
You must be Logged in to submit an answer.

Up to 10 attachments (including images) can be used with a maximum of 1.0 MB each and 10.5 MB total.