SarahR Posted July 9, 2024 Posted July 9, 2024 Hi all I am working on some reporting and while building the reports I also created a view to see if the figures matched to give me an idea if I was on the right track with the report configuration. However, They do not match. I have this view which gives a total of 1113 tickets raised in the previous month: However, this report totals as 998 Can anyone advise what I am doing wrong or why the numbers differ please?
Steve Giller Posted July 9, 2024 Posted July 9, 2024 You are comparing a view of data that is automatically filtered by, amongst other things, the Hornbill Security model to the User who is currently signed in to a Report of the raw data, and the Report has additional filters to the View you've created (Request Types) Comparing a Request List View to a Report will at best only ever be a guide, they are designed for different uses and you do not have full control over the data available to a View where you do for a Report.
Victor Posted July 9, 2024 Posted July 9, 2024 https://docs.hornbill.com/servicemanager-user-guide/request-list/views
SarahR Posted July 9, 2024 Author Posted July 9, 2024 9 minutes ago, Steve Giller said: You are comparing a view of data that is automatically filtered by, amongst other things, the Hornbill Security model to the User who is currently signed in to a Report of the raw data, and the Report has additional filters to the View you've created (Request Types) Comparing a Request List View to a Report will at best only ever be a guide, they are designed for different uses and you do not have full control over the data available to a View where you do for a Report. Thank you for your reply. I am logged into the master Admin account when running the report and viewing the view. So there should not be any differences in regards to permissions etc, unless I am not understanding what you are referring to. I have also amended the report to remove the filters, so it just has the date logged between start and end of last month and where the category is not 203 (which is the category for the Category Is Not filter in the view and I still get the same result as when I had the additional filters in the report: I'd expect a slight difference in numbers between the view and the report but 115 is quite a big difference. I have exported the results of the view and compared them with the results of the report (amended so it shows a list with the reference numbers) and there are legitimate tickets that show on the view that are not showing on the report. Although, it seems to be Incidents that this is occurring. The Service Requests match on both the report and view. I have also tried amending the report to just report on the Incidents report entity rather than Requests and I get the same differing results too. We only use Incidents and Requests so would not expect any other Report Entity's to be involved anywhere.
SarahR Posted July 9, 2024 Author Posted July 9, 2024 6 minutes ago, Victor said: https://docs.hornbill.com/servicemanager-user-guide/request-list/views That makes sense... however the views show me MORE tickets than what the reports do. If it was an issue of what teams are supported by the logged in account, surely the results of the view would be less than the report?
Victor Posted July 9, 2024 Posted July 9, 2024 42 minutes ago, SarahR said: however the views show me MORE tickets than what the reports do Can you list one or more examples of requests that show in the view but not in the report? (obfuscate or remove any PII data if you post them here)
SarahR Posted July 9, 2024 Author Posted July 9, 2024 14 minutes ago, Victor said: Can you list one or more examples of requests that show in the view but not in the report? (obfuscate or remove any PII data if you post them here) The following tickets show on the VIEW (of tickets resolved last month) but not when you run the report (of tickets resolved last month): IN00038364 IN00038380 IN00038391 IN00038423 IN00038436 IN00038465 IN00038471 IN00038474 IN00038508 IN00038518 IN00038524 IN00038540 IN00038542 IN00038546 IN00038554 IN00038556 IN00038570 IN00038579 IN00038597 IN00038601 IN00038604 IN00038617 IN00038634 IN00038637 IN00038650 IN00038653 IN00038665 IN00038672 IN00038677 IN00038684 IN00038692 IN00038700 IN00038701 IN00038703 IN00038710 IN00038711 IN00038727 IN00038729 IN00038747 IN00038756 IN00038763 IN00038764 IN00038771 IN00038773 IN00038786 IN00038788 IN00038792 IN00038794 IN00038799 IN00038806 IN00038809 IN00038810 IN00038812 IN00038828 IN00038834 IN00038841 IN00038852 IN00038864 IN00038871 IN00038877 IN00038896 IN00038908 IN00038913 IN00038917 IN00038950 IN00038980 IN00039007 IN00039009 IN00039011 IN00039012 IN00039022 IN00039028 IN00039036 IN00039051 IN00039076 IN00039086 IN00039100 IN00039102 IN00039108 IN00039111 IN00039120 IN00039128 IN00039130 IN00039132 IN00039133 IN00039137 IN00039140 IN00039146 IN00039147 IN00039161 IN00039165 IN00039179 IN00039187 IN00039193 IN00039196 IN00039212 IN00039216 IN00039221 IN00039222 IN00039223 IN00039233 IN00039238 IN00039249 IN00039255 IN00039258 IN00039266 IN00039281 IN00039286 IN00039309 IN00039311 IN00039346 IN00039347 IN00039358 IN00039367 IN00039369 IN00039383 IN00039390 IN00039403 IN00039415 IN00039424 IN00039430 IN00039438 IN00039447 IN00039449 IN00039451 IN00039452 IN00039476 IN00039477 IN00039478 IN00039484 IN00039487 IN00039498 IN00039507
Victor Posted July 9, 2024 Posted July 9, 2024 @SarahR can you please export the view results to CSV then PM me the file
Victor Posted July 9, 2024 Posted July 9, 2024 4 hours ago, SarahR said: however the views show me MORE tickets than what the reports do To follow up on our private conversation, the reason the report is showing fewer results is that the report has this criterion: ''Category ID is not 203". In reports, the returned results will include all records where the category ID has a value, but that value is not 203, and will exclude records where the category ID was not set (i.e., value is NULL). To include these records in the returned results for the reports, the criteria need to be expanded to include: "Category ID is not 203" OR "Category ID is NULL". 1
SarahR Posted July 10, 2024 Author Posted July 10, 2024 yep, thanks Victor. I can confirm that the change to the report to add Category was not set resolved this issue. I have also made my agents go back and set categories for their tickets too (mean i know, but they should have been doing it anyway! ) but have also added it to the process for any new tickets. So we should be sorted! Thanks so much for you help with this! 1
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