Hi,
one of our Service Desk managers has just raised this query with us and we haven't yet found out why it is occurring.
He is running a Pivot Table report where he is selecting the rows and column field values as below - notice that the grand totals are ok but the individual cell values are zero.
Stranger still, if he reverses the pivot fields and sets the 'Category' field as the row, the individual cell totals display as expected (see the second screenshot).
Please ignore any discrepancy in the totals as I ran these screenshots at different times.
We've looked at the obvious things like ACLs, business rules and domain separation issues but we can't see the wood for the trees at the moment.
Can anyone suggest why this might be happening?
Many thanks in advance,
Keiron.
Hi Michael,
unfortunately we aren't using the OOTB 'category' field as we required additional functionality around categories which the OOTB version didn't allow.
The good thing is that someone wrote a business rule that copies our 'new category' to the 'OOTB category' whenever it changes.
When I then amend the report to show the OOTB category then the totals are displayed ok (although the columns aren't sorted alphabetically for some reason).
The Service Desk manager is happy to proceed with this workaround until we can determine why it doesn't want to total the new category.
A screenshot of the report is below using the pivot direction that displays the totals - if we reverse the pivot the totals aren't displayed.
Many thanks for your help.
