How to edit "filter by" query to hide "Cancelled" ticket status

[Sierra]

"Request Type" in ("Request Flyer/Brochure (SL)", "Request Video (SL)", "Request Web Content/Graphics (SL)", "Request Social Media Support (SL)", "Request Logo/Graphic (SL)", "Request Marketing Email (SL)", "Request Tradeshows, Sponsorship, or Ad help (SL)") AND Resolution = Unresolved OR "Request Type" in ("Request New Feature (SL)") AND Department = Marketing OR "Request Type" in ("Request Customer Care Team Communication (SL)") AND status in ("Work In Progress") 

This is my current filter for the queue , I am seeing tickets that have been cancelled , I want to exclude that status. 

I had tried to use Status !=Cancelled  , to exclude. 

[Jack Brickey · Accepted solution]

try...

Status != Cancelled AND ("Request Type" in ("Request Flyer/Brochure (SL)", "Request Video (SL)", "Request Web Content/Graphics (SL)", "Request Social Media Support (SL)", "Request Logo/Graphic (SL)", "Request Marketing Email (SL)", "Request Tradeshows, Sponsorship, or Ad help (SL)") AND Resolution = Unresolved OR "Request Type" in ("Request New Feature (SL)") AND Department = Marketing OR "Request Type" in ("Request Customer Care Team Communication (SL)") AND status in ("Work In Progress"))

[Sierra]

This gave me "There are no customer request types that match Request Flyer/Brochure (SL). Use the JQL auto suggestions to find the customer request type you're looking for." 

The preview section of the queue does show not show those cancelled status tickets anymore, although I cannot save it because of the message it gives ^ 

[Jack Brickey]

as Brittany was conveying, your JQL is rather verbose if not malformed. My suggestion was a simple cut and paste from your Post and then I included the status not equal canceled and with the parentheses around your original context.

Status != Cancelled AND (your original jql)

The idea here is that your original JQL provide you everything you wanted but also includes the canceled so I simply added the not canceled exclusion text.

The error that you provided leads me to believe there's an error in your original JQL that you posted. Can you please check that?

[Sierra]

I am all for any advice on how to clean up the JQL statements..I am tackling existing queues looking to improve them. 

I do see what you are referring to. I was able to edit the query just with your suggestion Status != Cancelled AND , and save it.

I do however still see those cancelled tickets. Noticing now that the original reporter happens to be an inactive user now. Not sure if that oddly has anything to do with it or not.

[Jack Brickey]

please be sure to include the () as I showed. You need to add an open parentheses after your first and and at the very end of your JQL. If you do that you should not have any cancelled issues.

Status != Cancelled AND ( your jql here )

[Sierra]

It seems like there is something wrong with one specific request type of mine. I think I have had the query correct , green check mark indicates so. The red message about my request type , perhaps it is the "/" symbol we use in that request type that is throwing this off. 

[Jack Brickey]

Have you simply tried to remove that request type and see if the JQL resolves? Also the JQL feature should offer suggestions as you begin to type and then you can simply click on the request type.

[Sierra]

Yes , the following saves without issues and does what I hoped for. Other than now the problematic request type isn't captured in this queue. I'll focus on figuring that out next. Thank you for conversating. 

Status != Cancelled AND ("Request Type" in ("Request Video (SL)", "Request Web Content/Graphics (SL)", "Request Social Media Support (SL)", "Request Logo/Graphic (SL)", "Request Marketing Email (SL)", "Request Tradeshows, Sponsorship, or Ad help (SL)") AND Resolution = Unresolved OR "Request Type" in ("Request New Feature (SL)") AND Department = Marketing OR "Request Type" in ("Request Customer Care Team Communication (SL)") AND status in ("Work In Progress")) 

[Jack Brickey]

Now let’s try with just the problematic RT…

Status != Cancelled AND "Request Type" =  "Request Flyer/Brochure (SL)"

anything returned? If not how about…

“Request Type" =  "Request Flyer/Brochure (SL)"

[Sierra]

How would it look trying those suggestions with what I have currently ? In it's entirety ? 

[Brittany Wispell]

Hey @Sierra 

Welcome to the community! 

"Request Type" in ("Request Flyer/Brochure (SL)", "Request Video (SL)", "Request Web Content/Graphics (SL)", "Request Social Media Support (SL)", "Request Logo/Graphic (SL)", "Request Marketing Email (SL)", "Request Tradeshows, Sponsorship, or Ad help (SL)") OR "Request Type" in ("Request New Feature (SL)") AND Department = Marketing OR "Request Type" in ("Request Customer Care Team Communication (SL)") AND Resolution = Unresolved and status =("Work In Progress")OR status != Cancelled

I restructured the JQL a bit, without the same request types & statuses on my system I am unable to see if the JQL works.  Can you please test it out?

What changed?

I have added OR status != Cancelled and moved the AND Resolution = Unresolved to the end and changed status in ("Work in Progress") to status = ("Work In Progress")

Let me know if this helps. If not, if you switch to 'Basic' mode for the JQL it will structure it the best practice way. 

Let me know if you have any questions or if the JQL does not work. 

Thanks,
Brittany 

[Sierra]

Hi Brittany , switching to Basic mode isn't an option here because the queue is too complex. "This query is too complex to display in Simple mode" is the exact message I get. 

The JQL provided pulled in other request types that are unwanted , I can see in the preview screen without saving. 

Report Customer System Issue , for example which is not one of the request types I had hoped to capture and isn't a listed request type in your query. Seems to have captured more than desired. 

[Brittany Wispell]

Hey @Sierra 

Have you tried removing all the complex request types and then switching to basic for the statuses and resolution portion then add the request types back? (This is something that works for me on date fields sometimes.) 

Hope Jack is able to help further. 

Thanks,
Brittany