Filters Not Working When Grouping by State on sn_customerservice_caseIssue <!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } When grouping records by State on the sn_customerservice_case table, any applied filters stop working. This behavior also occurs on custom tables extended from the Case table. Release<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } All current releases. Cause<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } This issue is caused by Query Rules that the platform automatically injects into the base query. These rules are added when the “Case Query Rules” business rule executes, which calls the Script Include: sn_queryrules.QueryRuleGenerator() https://<INSTANCE_NAME>.service-now.com/now/nav/ui/classic/params/target/sys_script.do%3Fsys_id%3Dee1a06e00f7a10103ff81b41ff767e75%26sysparm_record_target%3Dsys_script%26sysparm_record_row%3D1%26sysparm_record_rows%3D1%26sysparm_record_list%3Dsys_id%253Dee1a06e00f7a10103ff81b41ff767e75%255EORDERBYname This business rule runs only for non‑admin users, which is why the behavior may differ between admin and non‑admin roles. The Business Rule, trigger the following query rules: https://<INSTANCE_NAME>.service-now.com/now/nav/ui/classic/params/target/sn_query_rule_list.do%3Fsysparm_query%3Dtable%253Dsn_customerservice_case%255Eroles%253Dsn_customerservice.contact_manager%255EORroles%253Dsn_customerservice_agent%255EORroles%253Dsn_customerservice.case_task_agent%255EORroles%253Dsn_customerservice.projectmanager%255EORroles%253Dsn_customerservice.consumer_agent%255EORroles%253Dsn_customerservice.customer_data_viewer%255EORroles%253Dsn_customerservice.csm_workspace_user%255EORroles%253Dsn_customerservice.case_contributor_editor%26sysparm_view%26sysparm_first_row%3D1 Resolution<!-- /*NS Branding Styles*/ --> .ns-kb-css-body-editor-container { p { font-size: 12pt; font-family: Lato; color: #000000; } span { font-size: 12pt; font-family: Lato; color: #000000; } h2 { font-size: 24pt; font-family: Lato; color: black; } h3 { font-size: 18pt; font-family: Lato; color: black; } h4 { font-size: 14pt; font-family: Lato; color: black; } a { font-size: 12pt; font-family: Lato; color: #00718F; } a:hover { font-size: 12pt; color: #024F69; } a:target { font-size: 12pt; color: #032D42; } a:visited { font-size: 12pt; color: #00718f; } ul { font-size: 12pt; font-family: Lato; } li { font-size: 12pt; font-family: Lato; } img { display: ; max-width: ; width: ; height: ; } } Below are the Out‑of‑Box (OOB) query rules that get added to the Case query, depending on the user's roles. 1. Case Account and Contact Are Empty Roles: sn_customerservice.consumer_agentsn_customerservice.case_viewer Added Filter: account IS EMPTY AND contact IS EMPTY 2. Case Consumer Is Empty Roles: sn_customerservice_agentsn_customerservice.case_viewer Added Filter: consumer IS EMPTY 3. Case Contributor User Is Me or My Group Roles: sn_customerservice.case_task_agent Added Filters: contributor_users IS DYNAMIC Mecontributor_groups IS DYNAMIC One of my Group All of these are OOB query rules, so you may either add the appropriate roles to retain the default behavior or disable them as needed.