The system provides a set of operators for use with filters, condition builders, and encoded queries. The data type of a field determines what operators are available for it.

Table 1. Operators available for condition builders
Operator label Example condition Equivalent query operator Example query Example output
AND [Active][is][True][AND][Caller][is not empty] ^ active=true^CallerISNOTEMPTY All records that have both of the following:
  • Active field is True
  • Caller field has any value
OR condition [Short description][is empty][OR][Description][is empty] ^OR short_descriptionISEMPTY^ORdescriptionISEMPTY All records that have at least one of the following:
  • Short description field has no value
  • Description field has no value
OR filter

All these conditions must be met

[Short description][is empty]

OR all these conditions must be met

[Description][is not empty]

^NQ

new query

 short_descriptionISEMPTY^NQdescriptionISNOTEMPTY All records that have at least one of the following:
  • Short description field has no value
  • Description field has no value
Table 2. Operators available for string fields
Operator labelExample conditionEquivalent query operatorExample queryExample output
starts with [Short description][starts with][SAP] STARTSWITH short_descriptionSTARTSWITHSAP All records in which the characters "SAP" appear at the beginning of the value for the Short description field.
ends with [Short description][ends with][outage]
  • %
  • ENDSWITH
 short_descriptionENDSWITHoutage All records in which the string "outage" appears at the end of the value for the Short description field.
contains [Short description][contains][SAP]
  • *
  • LIKE
 short_descriptionLIKESAP All records in which the characters "SAP" appear anywhere in the value for the Short description field.
does not contain [Short description][does not contain][SAP]
  • !*
  • NOT LIKE
 short_descriptionNOT LIKESAP All records in which the characters "SAP" do not appear anywhere in the value for the Short description field.
is [Short description][is][Network storage unavailable] = short_description=Network storage unavailable All records in which the Short description says nothing else but "Network storage is unavailable."
is not [Short description][is not][Network storage unavailable] != short_description!=Network storage unavailable All records in which the value for the Short description field says anything but "Network storage is unavailable."
is empty [Short description][is empty] ISEMPTY short_descriptionISEMPTY All records in which there is no value in the Short description field.
is not empty [Short description][is not empty] ISNOTEMPTY short_descriptionISNOTEMPTY All records in which there is any value in the Short description field.
is anything [Short description][is anything] ANYTHING short_descriptionANYTHING All records in which the Short description field is one of the following:
  • any value
  • empty
  • NULL
is empty string [Short description][is empty string] EMPTYSTRING short_descriptionEMPTYSTRING All records in which there is no value in the Short description field.
less than or is [Short description][less than or is][s] <= short_descriptionlt;=s All records in which the string in the Short description field is one of the following:
  • the first letter is any letter between "a" and "s"
  • the exact value is "s"
greater than or is [Short description][greater than or is][s] >= short_description>=s All records in which the string in the Short description field is one of the following:
  • the first letter is any letter between "s" and "z"
  • the exact value is "s"
between [Short description][between][q] and [t] BETWEEN short_descriptionBETWEENq@t All records in which the first letter in the Short description field is "q," "r," "s," or "t."
is same [Short description][is same] as [Description] SAMEAS short_descriptionSAMEASdescription All records in which there exist matching values for the Short description and Description fields.
is different [Short description][is different] from [Description] NSAMEAS short_descriptionNSAMEASdescription All records in which there exist differing values for the Short description and Description fields.
Table 3. Operators available for reference fields
Operator labelExample conditionEquivalent query operatorExample queryExample output
is [Caller][is][Don Goodliffe] = caller_id=9ee1b13dc6112271007f9d0efdb69cd0 All records in which the Caller is no one else but Don Goodliffe.
is not [Caller][is not][Don Goodliffe] != caller_id!=9ee1b13dc6112271007f9d0efdb69cd0 All records in which the Caller field is populated by any user record but Don Goodliffe.
is empty [Caller][is empty] ISEMPTY caller_idISEMPTY All records in which the Caller field has no value.
is not empty [Caller][is not empty] ISNOTEMPTY caller_idISNOTEMPTY All records in which there is any value in the Caller field.
starts with [Caller][starts with][Don] STARTSWITH caller_idSTARTSWITHDon All records in which the name in the Caller field begins with "Don."
ends with [Caller][ends with][liffe]
  • %
  • ENDSWITH
 caller_idENDSWITHliffe All records in which the name in the Caller field has the letters "liffe" at the end.
contains [Caller][contains][on]
  • *
  • LIKE
 caller_idLIKEon All records in which the characters "on" appear anywhere in the name for the Caller field.
does not contain [Caller][does not contain][on]
  • !*
  • NOTLIKE
 caller_idNOT LIKEon All records in which the characters "on" do not appear anywhere in the name for the Caller field.
is anything [Caller][is anything] ANYTHING caller_idANYTHING All records in which the Caller field is one of the following:
  • any value
  • empty
  • NULL
is same [Caller][is same] as [Assigned to] SAMEAS caller_idSAMEASassigned_to All records in which the same user record is referenced in the Caller and Assigned to fields.
is different [Caller][is different] from [Assigned to] NSAMEAS caller_idNSAMEASassigned_to All records in which the user records in the Caller and Assigned to fields do no match.
is empty string [Caller][is empty string] EMPTYSTRING caller_idEMPTYSTRING All records in which the Caller field has no value.
is (dynamic) [Caller][is (dynamic)][Me] DYNAMIC caller_idDYNAMIC54635e965f510100a9ad2572f2b4774c All records in which your user record populates the Caller field.
Note: Not all operators are available for all reference types. Depending on the reference you select, you may see a shorter list of operators.
Table 4. Operators available for choice fields containing strings
Operator labelExample conditionEquivalent query operatorExample queryExample output
is [Subcategory][is][Email] = subcategory=email All records in which the Subcategory is nothing else but Email.
is not [Subcategory][is not][Email] != subcategory!=email All records in which the Subcategory field is populated by any value except Email.
is one of [Subcategory][is one of][DB2, MS SQL Server, Oraclel] IN subcategoryINdb2,sql server,oracle All records in which the Subcategory field is populated by one of the following values:
  • DB2
  • MS SQL Server
  • Oraclel
is not one of [Subcategory][is not one of][DB2, MS SQL Server, Oraclel] NOT IN subcategoryNOT INdb2,sql server,oracle All records in which the Subcategory field is populated by anything except the following values:
  • DB2
  • MS SQL Server
  • Oraclel
contains [Subcategory][contains][Em] LIKE subcategoryLIKEem All records in which the characters "Em" appear anywhere in the value for the Subcategory field.
starts with [Subcategory][starts with][Em] STARTSWITH subcategorySTARTSWITHem All records in which the characters "Em" appear at the beginning of the value for the Subcategory field.
ends with [Subcategory][ends with][il]
  • %
  • ENDSWITH
 subcategoryENDSWITHil All records in which the characters "il" appear at the end of the value for the Subcategory field.
does not contain [Subcategory][does not contain][Em] NOT LIKE subcategoryNOT LIKEem All records in which the characters "Em" do not appear anywhere in the value for the Subcategory field.
is anything [Subcategory][is anything] ANYTHING subcategoryANYTHING All records in which the Subcategory field is one of the following:
  • any value
  • empty
  • NULL
is same [Subcategory][is same] as [Category] SAMEAS subcategorySAMEAScategory All records in which there exist matching values for the Subcategory and Category fields.
is different [Subcategory][is different] from [Category] NSAMEAS subcategoryNSAMEAScategory All records in which there exist differing values for the Subcategory and Category fields.
Table 5. Operators available for choice fields containing integers
Operator labelExample conditionEquivalent query operatorExample queryExample output
is [Impact][is][1 - High] = impact=1 All records in which the value in the Impact field is nothing else but 1 - High.
is not [Impact][is not][1 - High] != impact!=1 All records in which the value in the Impact field is anything but 1 - High.
is one of [Impact][is one of][1 - High, 2 - Medium] IN impactIN1,2 All records in which the Impact field is populated by one of the following values:
  • 1 - High
  • 2 - Medium
is not one of [Impact][is not one of][1 - High, 2 - Medium] NOT IN impactNOT IN1,2 All records in which the Impact field is populated by anything except the following values:
  • 1 - High
  • 2 - Medium
is empty [Impact][is empty] EMPTY impactISEMPTY All records in which the Impact field has no value.
is not empty [Impact][is not empty] NOTEMPTY impactISNOTEMPTY All records in which the Impact field has any value.
less than [Impact][less than][2 - Medium] < impact<2 All records in which the Impact field has a value of 1 - High.
greater than [Impact][greater than][2 - Medium] > impact>2 All records in which the Impact field has a value of 3 - Low
less than or is [Impact][less than or is][2 - Medium] <= impact<=2 All records in which the Impact field has a value of 1 - High or 2 - Medium.
greater than or is [Impact][greater than or is][2 - Medium] >= impact>=2 All records in which the Impact field has a value of 2 - Medium or 3 - Low.
between [Impact][between][1 - High] and [3 - Low] BETWEEN impactBETWEEN1@2 All records in which the Impact field has one of the following values:
  • 1 - High
  • 2 - Medium
  • 3 - Low
.
is anything [Impact][is anything] ANYTHING impactANYTHING All records in which the Impact field is one of the following:
  • any value
  • empty
  • NULL
is same [Impact][is same] as [Urgency] SAMEAS impactSAMEASurgency All records in which there exist matching values for the Impact and Urgency fields.
is different [Impact][is different] from [Urgency] NSAMEAS impactNSAMEASurgency All records in which there exist differing values for the Impact and Urgency fields.
Note: The operators ‘less than or is’ and ‘greater than or is’ are not supported for integer fields in the condition builder. Use a scripted condition instead.
Table 6. Operators available for date-time fields
Operator labelExample conditionEquivalent query operatorExample queryExample output
on [SLA due][on][Today] ONToday sla_dueONToday@javascript:gs.daysAgoStart(0)@javascript:gs.daysAgoEnd(0) All records in which the value for the SLA due field matches the date for today.
not on [SLA due][not on][Today] NOTONToday sla_dueNOTONToday@javascript:gs.daysAgoStart(0)@javascript:gs.daysAgoEnd(0) All records in which the value for the SLA due field is any other date but today.
before [SLA due][before][Today] < sla_due<javascript:gs.daysAgoStart(0) All records in which the value for the SLA due field is any date previous to today.
at or before [SLA due][at or before][Today] <= sla_due<=javascript:gs.daysAgoEnd(0) All records in which the value for the SLA due field is one of the following:
  • any date previous to today
  • today
after [SLA due][after][Today] > sla_due>javascript:gs.daysAgoEnd(0) All records in which the value for the SLA due field is any date after today.
at or after [SLA due][at or after][Today] >= sla_due>=javascript:gs.daysAgoStart(0) All records in which the date value for the SLA due field is one of the following:
  • today
  • any date after today
between [SLA due][between][Yesterday] and [Today] BETWEEN sla_dueBETWEENjavascript:gs.daysAgoStart(1)@javascript:gs.daysAgoEnd(0) All records in which the value for the SLA due field is either yesterday's or today's date.
trend (on or after) [SLA due][trend][on or after][Monday] DATEPART sla_dueDATEPARTMonday@javascript:gs.datePart('dayofweek','monday','GE') All records in which the date in the SLA due field is on any day of the week except a Sunday.
trend (on or before) [SLA due][trend][on or before][Monday] DATEPART sla_dueDATEPARTMonday@javascript:gs.datePart('dayofweek','monday','LE') All records in which the date in the SLA due field is on either a Sunday or a Monday.
trend (after) [SLA due][trend][after][Monday] DATEPART sla_dueDATEPARTMonday@javascript:gs.datePart('dayofweek','monday','GT') All records in which the date in the SLA due field is on any day of the week except a Sunday or a Monday.
trend (before) [SLA due][trend][before][Monday] DATEPART sla_dueDATEPARTMonday@javascript:gs.datePart('dayofweek','monday','LT') All records in which the date in the SLA due field is on a Sunday.
trend (on) [SLA due][trend][on][Monday] DATEPART sla_dueDATEPARTMonday@javascript:gs.datePart('dayofweek','monday','EE') All records in which the date in the SLA due field is on a Monday.
relative (after) [SLA due][relative][after][1][Hours][ago] RELATIVEGT sla_dueRELATIVEGT@hour@ago@1 All records in which the time on the SLA due field is no more than an hour before the time that you entered the query.
relative (before) [SLA due][relative][before][1][Hours][ago] RELATIVELT sla_dueRELATIVELT@hour@ago@1 All records in which the time on the SLA due field is less than an hour before the time that you entered the query.
is empty [SLA due][is empty] ISEMPTY sla_dueISEMPTY All records in which the SLA due field has no value.
is not empty [SLA due][is not empty] ISNOTEMPTY sla_dueISNOTEMPTY All records in which the SLA due is populated by any value.
is anything [SLA due][is anything] ANYTHING sla_dueANYTHING All records in which the SLA due field is one of the following:
  • any value
  • empty
  • NULL
is same [SLA due][is same] as [Activity due] SAMEAS sla_dueSAMEASactivity_due@day All records in which there are matching values for the SLA due and Activity due fields.
is different [SLA due][is different] from [Activity due] NSAMEAS sla_dueNSAMEASactivity_due@day All records in which there are differing values for the SLA due and Activity due fields.
is more than [SLA due][is more than][1][Days][before][Activity due] MORETHAN sla_dueMORETHANactivity_due@day@before@1 All records in which the date value for the SLA due field is two or more days previous to the date in the Activity due field.
is less than [SLA due][is less than][3][Days][before][Activity due] LESSTHAN sla_dueLESSTHANactivity_due@day@before@3 All records in which the date value for the SLA due field is no more than three days prior to the date in the Activity due field.
Table 7. Operators available for numeric fields
Operator labelExample conditionEquivalent query operatorExample queryExample output
is [Reassignment count][is][0] = reassignment_count=0 All records in which the Reassignment count is nothing else but 0.
is not [Reassignment count][is not][0] != reassignment_count!=0 All records in which the value for the Reassignment count is any number but 0.
is empty [Reassignment count][is empty] EMPTY reassignment_countISEMPTY All records in which there is no value in the Reassignment count field.
is not empty [Reassignment count][is not empty] NOTEMPTY reassignment_countISNOTEMPTY All records in which there is any number in the Reassignment count field.
less than [Reassignment count][less than][2] < reassignment_count<2 All records in which the value in the Reassignment count field is any number less than (but not equal to) 2.
greater than [Reassignment count][greater than][2] > reassignment_count>2 All records in which the value in the Reassignment count field is any number greater than (but not equal to) 2.
less than or is [Reassignment count][less than or is][2] <= reassignment_count<=2 All records in which the value in the Reassignment count field is one of the following:
  • a number less than 2
  • 2
greater than or is [Reassignment count][greater than or is][2] >= reassignment_count>=2 All records in which the value in the Reassignment count field is one of the following:
  • 2
  • a number greater than 2
between [Reassignment count][between][1] and [3] BETWEEN reassignment_countBETWEEN1@3 All records in which the number in the Reassignment count is either 1, 2, or 3.
is anything [Reassignment count][is anything] ANYTHING reassignment_countANYTHING All records in which the Reassignment count field is one of the following:
  • any value
  • empty
  • NULL
is same [Reassignment count][is same] as [Reopen count] SAMEAS reassignment_countSAMEASreopen_count All records in which there are matching numbers for the Reassignment count and Reopen count fields.
is different [Reassignment count][is different] from [Reopen count] NSAMEAS reassignment_countNSAMEASreopen_count All records in which there are differing values between the Reassignment count and Reopen count fields.
greater than field [Reassignment count][greater than field][Reopen count] GT_FIELD reassignment_countGT_FIELDreopen_count All records in which the number in the Reassignment count field is greater than (but not equal to) the number in the Reopen count field.
less than field [Reassignment count][less than field][Reopen count] LT_FIELD reassignment_countLT_FIELDreopen_count All records in which the number in the Reassignment count field is less than (but not equal to) the number in the Reopen count field.
greater than or is field [Reassignment count][greater than or is field][Reopen count] GT_OR_EQUALS_FIELD reassignment_countGT_OR_EQUALS_FIELDreopen_count All records in which the number in the Reassignment count field is one of the following:
  • greater than the number in the Reopen count field
  • equal to the number in the Reopen count field
less than or is field [Reassignment count][less than or is field][Reopen count] LT_OR_EQUALS_FIELD reassignment_countLT_OR_EQUALS_FIELDreopen_count All records in which the number in the Reassignment count field is one of the following:
  • less than the number in the Reopen count field
  • equal to the number in the Reopen count field
Table 8. Operators available for Boolean fields
Operator labelExample conditionEquivalent query operatorExample queryExample output
is [Active][is][true] = active=true All records in which the Active field is True.
is not [Active][is not][true] != active!=true All records in which the Active field is False, empty, or NULL.
is empty [Active][is empty] ISEMPTY activeISEMPTY All records in which there is no value in the Active field.
is not empty [Active][is not empty] ISNOTEMPTY activeISNOTEMPTY All records in which the Active field is either True or False.
is anything [Active][is anything] ANYTHING activeANYTHING All records in which the Active field is one of the following:
  • True
  • False
  • empty
  • NULL
is same [Active][is same] as [Made SLA] SAMEAS activeSAMEASmade_sla All records in which there are matching values for the Active and Made SLA fields.
is different [Active][is different] from [Made SLA] NSAMEAS activeNSAMEASmade_sla All records in which there are differing values for the Active and Made SLA fields.
Table 9. Operators available for email notifications
Operator label Example condition Equivalent query operator Example query Example output
changes [State][changes] VALCHANGES stateVALCHANGES All records in which the State field is updated.
changes from [State][changes from][Awaiting User Info] CHANGESFROM stateCHANGESFROM4 All records in which the State field is updated to another value after previously being Awaiting User Info. (4)
changes to [State][changes to][Awaiting User Info] CHANGESTO stateCHANGESTO4 All records in which the State field is updated to Awaiting User Info (4) after previously being any other value.