Report is not showing complete data from a field.

[snow_beginner]

Hi,

So in our instance we have the ability to escalate an incident. If you raise an incident after a week, you can escalate it using the UI action 'Escalate'. When you click 'Escalate' a pop up opens asking for a reason for escalation. You can choose from a dropdown list why you are escalating. See picture below:

When you submit this, an escalation task is created. Which ever reason you select from the list, gets captured on a field called 'u_escalation_reason' on the incident_task table.

There is a report that looks into all the incidents which have been escalated in the past 12 months and when you run it, it shows that data but it does not show the reason you have selected for the escalation. This escalation reason field came to around May 2023 and up until December it does show the reason you have selected on the graph, but in January, it does not show the reason for escalation. It only show the number escalated and the reason seems to be empty on the report.  In the 2 pictures below you can see that in october it is showing the reason for escalation whereas in January it is just showing empty.

🙂 shows the reason for escalation captured

😞 shows that the reason is not captured and is showing as empty. Even though it was selected to be customer impacting all 3 times by me in testing. 

The field 'Reason for Escalation' is mandatory when you escalate an incident and you can't leave it blank so it really should not show empty. 

Here is the report and I am wondering if there is a filter problem.

I did replicate this report in dev and ran it, only changed the opened on to this month and it showed the 3 escalation like before in the graph but it was again empty. How can I fix this?

Many thanks!

[CezaryBasta]

Is the data displayed correctly on the list of records? What's the value for escalation field on the XML preview of one of these 3 incident tasks?

[snow_beginner]

Hi, yes it is showing in the list view and in the xml as well. I have attached photos below:

Reason showing in list view:

xml (first half of xml file)

xml (second half of xml file)

[CezaryBasta]

We're getting there! 🙂 OK, can you also show the reason for escalation field definition? Is it the choice list/string? Does it have the display value for the unsatisfactory communication form the IT value? 

[snow_beginner]

Sure here are the pictures for the dictionary entry for this field:

there is nothing in the default value

in the attributes tab - edge encryprion enabled=true