report not returning service desk tickets due to "none" in field

[Nick Howarth]

I am trying to create some management reports using the reports section so I can have a nice line chart. However, I have found that when I run my query there are service tickets missing. After some investigation I found that the field "Customer Request Type" has not been filled in for the ones that are missing and shows as "None".

I created a query using the != EMPTY and it still doesn't return the issues. So copied and pasted my query into the issues filter and and it works fine and returns the issues. It just seems to miss them off on the reports query.

I tried including it in the list with a query like this:

project = "Support Desk" AND "Time to Resolution" = everBreached() AND Organizations != EMPTY AND "Customer Request Type" in ("consultancy", "I need help", "Something is broken", EMPTY)

and it didn't work in the reports area but did in the issues filter area. So I tried revesing the logic with a not in

project = "Support Desk" AND "Time to Resolution" = everBreached() AND Organizations != EMPTY AND "Customer Request Type" not in ("Change", "I want to suggest a new feature", "Submit a Dashworks Environment Change")

and that gives me the same result in both areas.

I would just use the main filter area but I want a nice chart (it would be great to have it on my dashboard). I just don't understand why the report is working differently to the filter given that the query is exactly the same. 

All help appreciated.

[Nic Brough -Adaptavist-]

I think the crux of this one is where you say "... and shows as "None".... I created a query using the != EMPTY ..."

Jira displays "none" when the field is empty.  But you're looking for "is not empty" in that query.  I think you probably want to use "Customer Request Type is empty"