In Service Desk Manager, when creating a scoreboard query that either includes multiple ticket types or does not filter the ticket type, initial search results are correct, but if an attempt to sort the result is made, the number of returned tickets is reduced. It appears a filter is automatically applied.
Examples of this type of query may be:
assignee = @cnt.id AND active = 1 AND type = \'I\' OR type = \'R\'
assignee = @cnt.id AND active = 1