Was wondering if I could request some assistance. I recently created a Boolean Attribute for True/False value called "Severity Downgraded". The idea behind the creation of the object is that when we downgrade a severity 1 ticket (normally due to issue resolution but investigations continuing as to full root cause) the queries that look for a severity 1 incident that are run daily do not pick up these tickets. The idea was that I created the attribute and when we downgrade a Severity 1 ticket we set the attribute to True and then the query could be adapted slightly to include any that have that attribute as well as severity 1's within the Date Period chosen.
I have come across a slight snag with this in the way the criteria seem to run, the way they are currently setup is:
AND Severity is Equal to ( 1 - Severe Business Impact )
OR Severity Downgraded is Equal to ( True )
AND Creation Date Is Between (Prompt User For Value)
When running this it brings up seemingly every Severity 1 before the creation of the Attribute (and after) even though they have not got the attribute on the window set to True and ignoring the Date Criteria.
If I move the severity downgraded criteria down a level so it's on the bottom, it brings up all the severity 1 ticket's created in that time period and ANY ticket that has had that attribute set to True regardless of date which makes sense. If I move the severity downgraded criteria up a level to the top, I get no results whatsoever.
I am not entirely sure where I am going wrong on this query so any assistance that could be offered would be appreciated.