When using the following syntax in a CA Service Desk Manager (CA SDM) stored query, only one type of ticket: "type=\'R\' OR type=\'P\'". Is this designed behavior or a bug?

Document ID : KB000025395
Last Modified Date : 14/02/2018
Show Technical Document Details

Introduction 

Some clients would like to display a mix of CA Service Desk Manager (CA SDM) tickets of different types in a single stored query node. Unfortunately, only one type of CA SDM tickets are displayed (i.e. Requests).  This document provides a clear response concerning this behavior.

Question

When using the following syntax in a CA Service Desk Manager (CA SDM) stored query, only one type of ticket: "type=\'R\' OR type=\'P\'".  Is this designed behavior or a bug?

Environment  

CA Service Desk Manager 12.x and 14.x

Windows, Unix and Linux

Answer

This is designed behavior.  The CA SDM  web scoreboard will not allow the display of a mix of different types of CA SDM tickets in a single node.

CA Support recommends to split the stored query into multiple ones and use multiple nodes for those queries.

For example, you can have two separate stored queries-one uses "type=\'R\'" to display request tickets and the other uses "'type=\'P\'" to display problem tickets.