Task Table : Problem with State filtering on reports
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‎07-08-2022 06:51 AM
We are having some problem when we use the task table on reports with an interactive filter that uses the state field. The issue is that when someone intend to filter out a state (ex. "On-hold"), the other states are also being filtered out. Upon review, the filter uses the state id (or code) and it seems that the different extended tables have different state codes. The problem with this is that there are duplication of codes with different label.
Given the example below, If I "select" on-hold in the dashboard report interactive filter, it will show all incidents that are currently on-hold and also Closed Complete catalog tasks in which it should be On-hold catalog tasks.
ext.Table - State - Code
___________________________
Incident On-hold - 100
Catalog Task On-hold - 200
Catalog Task Closed Complete - 100
How to proceed to fix this issue? Thanks
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‎07-08-2022 08:22 AM
To be honest, the cleanest way to report out on these is to separate out the different task types. As you've discovered, State values and labels differ from table to table, so you'll never have a very clean State reporting mechanism across all task types. While not ideal, there is some value in having them separated - each task type can have a different process involved, and thus the states should be slightly different to reflect what makes the most sense for that process (ex. Incidents are always going to have different state options from RITMs).
If you absolutely must have in a single report, you could try something like this, but I wouldn't recommend it, as it's clunky and takes a bit of patience to set up and maintain as new task types need to be added to the report:
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‎07-14-2023 08:01 AM
I was running into issues with adding a filter to a list view with multiple task types to filter by State not in [list of States], and I think you have found the cause.
This is extremely poor user experience - how does the UI even decide which label to show when selecting from available values, if the same ID has a different label across multiple types in the same report? They should not even allow filters for fields that they cannot support in this way, it's ridiculous.