Help w/ JQL in JSM - Using != and = in same query not working

Question

Hello,

I am using the below JQL in a JSM queue trying to exclude a label = backlog and it is not providing me all of the work items w/o those that are not equal to backlog. I've tried all kinds of renditions of this; placing the labels != portion at the end, within quotation, etc. and I am not getting what I need. Can anyone help me establish the right way to establish this JQL within a JSM queue? I want all work items that are unresolved and within those states that do not have the label = backlog. Thanks in advance.

labels != Backlog AND status in ("Awaiting CAB approval", "Awaiting implementation", Escalated, Implementing, "In Progress", Open, "Peer review / change manager approval", Pending, Planning, Reopened, Routed, "Under investigation", "Under review", "Waiting for approval", "Waiting for customer", "Waiting for support", "Work in progress") AND resolution = Unresolved ORDER BY "Time to resolution" ASC

Mikael Sandberg · Accepted Answer

When you are searching and trying to exclude labels (and components) you also have to account for issues that do not have a label at all. So try this:

(labels != Backlog OR labels is EMPTY) AND status in ("Awaiting CAB approval", "Awaiting implementation", Escalated, Implementing, "In Progress", Open, "Peer review / change manager approval", Pending, Planning, Reopened, Routed, "Under investigation", "Under review", "Waiting for approval", "Waiting for customer", "Waiting for support", "Work in progress") AND resolution = Unresolved ORDER BY "Time to resolution" ASC