Dashboard report results different from drilldown

[Filipe5]

Hi,

I have some users that cannot see the same results as the admin on a dashboard report.

However they have permissions to see the records and when they drilldown on the report, the list view shows the correct number (the same as the admin - 207 instead of 191).

Examples:

Can anyone help me figure out what I'm doing wrong?

Thanks

[Mike_R]

Check your report config to see if it's counting distinct only. If so, that's the reason. The list view will show ALL records, not just distinct, while the donut will should the count for distinct only.

[Filipe5]

Hi Mike,

Thanks for the help, but sadly the report config is already marked as "Count".

However I've managed to track down the differences between the results on the dashboard report and list view.

It seems that while the filter is looking for records with the same primary assignment group or secondary assignment group, the results displayed on the donut only include the first option:

Any idea what might be causing it?

Thanks again for your help,

Filipe

[Mike_R]

Hmm, are you able to reproduce/see the issue first hand or are you just taking their word? When you look at the donut do you see the 207 records?

Also, you have it grouped by time (1-2 Months). Since this is dynamic, the number could change frequently. Maybe the dashboard hasn't refreshed and by the time they clicked it, the number was really the 207.

[Filipe5 · Accepted solution]

Hi Mike,

The report was updated in real time, as I was able to impersonate the login of the users affected.

Turns out the issue is a business rule created by a previous developer that is no longer on the company.

Thanks again for your help!

Filipe