How come the "and" statements do not work like they should?   In my experience when you use an "and" statement to connect two pieces of criteria to search for it should only return results that meet both of the criteria.

See the picture below and you can clearly see I am trying to find service desk tickets that meet both the criteria of being NEW and UNASSIGNED but it returns results for a closed ticket which is obviously not NEW.



Our Maintenance staff is using the service desk system along with IT and since they do not get to a computer very often they would like it so any tickets that are NEW and have not been assigned to someone be emailed to them if they are sitting in the queue waiting to be addressed.   I figured I could use a ticket rule to achieve this but I cannot get it to return ONLY results that meet both criteria.

EDIT: Sorry if you cannot see the picture.  I guess it is too large of a screen shot but know that the results show two tickets in the Queue.  One has a status of New and unassigned and the other has a status of Closed and Unassigned.   I do not care about the closed ones or even if they are opened.   I just want New and Unassigned as in tickets just entered in by an end user
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  • It looks like you have Status contains New instead of Status = New. That still shouldn't return tickets with a status of Closed but what happens if you change it?
  • It doesn't matter. I have the rule to look for Tickets that have a status that = New and Owner is NULL meaning it is not assigned and it still shows the closed tickets
  • Was a solution for this ever found? I have the same problem (Kace 6.3.113397). If I create a single line query of Status=New, I get the correct number of results. If I query with only the criteria Owner user name is not null, I get the correct results. If I AND these together I get every ticket in the queue. In my case I want all New tickets that are assigned, but the problem is the same.
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