Filters not working

Possible Query:

•  I have added a filter at a report level but the report is not showing the data as expected. Why?
•  I am unable to add an interactive filter or a specific filter under the Report filters. Can you help?

Resolution Path:

1. I have added a filter at a report level but the report is not showing the data as expected. Why?

If a customer reports that they have applied a filter at a report level and the data is not showing as expected, then the below troubleshooting steps can be followed:

-> Get screenshots of the filters applied and ticket samples which should have been reflected in the report.

-> Validate it once shared. If further analysis is required, get OA access, report access, and missing ticket IDs.

-> Check the issue with the data shared by the customer.

-> Suggest the customer perform a dummy update on a ticket and see if it's getting reflected on the reports.

-> If many tickets are missing, we can raise an L2 ticket to republish the data.

-> If the data is still not reflected after a dummy update, then raise an l2 ticket sharing all the analysis.

2. I am unable to add an interactive filter or a specific filter under the Report filters. Can you help?

If a customer reports they are unable to add a filter or an interactive filter, then follow the below troubleshooting steps:

-> Ask the customer to clone the existing report and see if the issue persists in the cloned version.

-> Ask the customer to check if the other agents are facing a similar issue in the same report.

-> Try adding the same filter in a different report and check if the issue persists.

-> If the issue persists in a single report (even after cloning), get OA access, report access and details of the filter they are trying to add and perform the same from your end.

-> If the issue persists even in the OA access, then raise an L2 ticket with all the details for further analysis.