Possible Query:
Resolution Path:
1. My report is not showing any data though there are tickets that match the filter conditions that I applied. Could you help?
If a customer reports that they are not able to see any data or viewing an incorrect number of tickets for the filters they applied, you can follow the below troubleshooting steps:
-> Get screenshots or video recordings from the customer that highlight the issue(including the filters they have applied at the report and widget level) and a few ticket samples that should have been reflected in the report.
-> Analyze if the customer has added any conflicting filter conditions under Report filters and Widget filters. If yes, highlight the same to the customer on the conflict that led to the issue and suggest to remove the incorrect filter condition.
-> If you are unable to locate the issue from the screenshot/video grab, then get OA access, report access, and analyze the issue.
Always make sure that the date range applied on a Report Level should be larger/wider than the date range applied within a specific widget inside the Report. For ex : Report date range : Jan 1 to June 30 Widget date range : Feb 1 to Feb 29 In this example, the widget's date range is WITHIN the report's date range. If it is the opposite, it will result in no data being shown.
For example:
A customer reported that they were not able to see any data in the Analytics and below were the screenshots shared by them:
As you can see, the report level filter is applied for the year 2023 and widget level filter is applied for the year 2022 thus resulting in a conflict due to which the data was not displayed. In such cases, we can suggest the customer remove the filter they don't want to use and see if the report is showing the numbers as expected.