In Service Desk Manager, when creating a scoreboard query that either includes multiple ticket types or does not filter the ticket type, initial search results are correct, but if an attempt to sort the result is made, the number of returned tickets is reduced. It appears a filter is automatically applied.
Examples of this type of query may be:
assignee = @cnt.id AND active = 1 AND type = \'I\' OR type = \'R\'
assignee = @cnt.id AND active = 1
By design, Service Desk Manager only supports adding a single ticket type to a scoreboard query. When the results are returned, a form (likely list_cr.htmpl), is used to display the list of cases. Once a sort is performed, all other ticket types are removed and only Requests will be present. This is an expected result.
CA Service Desk Manager 12.9 and 14.1All Supported Operating Systems
It is recommended to alter any scoreboard queries that include multiple ticket types to separate each ticket type into its own scoreboard query. This will prevent the behavior.
Further information on creating Scoreboard Queries: https://docops.ca.com/ca-service-management/14-1/en/building/building-ca-service-desk-manager/query-and-message-modifications/scoreboard-queries