Jump to content

Report results don't match a View


Recommended Posts

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: 

image.thumb.png.762422aab91935b8e0ada2d566ae608c.png

 

However, this report totals as 998

image.thumb.png.a9d79d1426fc2aa77cca2f5c22c03635.png

 

Can anyone advise what I am doing wrong or why the numbers differ please? 

Link to comment
Share on other sites

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.

Link to comment
Share on other sites

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: 

image.thumb.png.e4a672aa4484cfa4261da7c905605414.png

 

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. 

 

 

Link to comment
Share on other sites

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)

Link to comment
Share on other sites

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
Link to comment
Share on other sites

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".

  • Like 1
Link to comment
Share on other sites

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! 

  • Thanks 1
Link to comment
Share on other sites

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
×
×
  • Create New...