Why are some reports showing as 'Loading report' when a dashboard is exported to PDF?

[alinington]

When our Service Desk Manager attempts to download a pdf of a customised Service Desk stats dashboard I made for him, some reports in the downloaded PDF have not 'completed' and show as 'loading report', despite the report actually being loaded in the dashboard at the point when our Service Desk Manager initiates the download. See image.

There are a number of tables and stacked bar graphs, but it is only the 'Single Figure' reports that fail in this way. The reports loads without a problem in the browser and the dashboard is completely loaded when our Service desk manager attempts to download it. The individual reports can be downloaded to PDF without a problem too. It only seems to be an issue when they are included in a dashboard. He reports that occasionally the failure to load can 'spread' to the tables below it, but that is intermittent. The PDF also includes 3 blank pages for no apparent reason, but this is not an issue for him other than being a slight oddity.

I will not attach the full pdf at this stage as it contains identifiable and personal data about Service desk agents.

[Kalaiarasan Pus]

So this doesn't seem to be access related issue. I would contact Hi ticket and also check here periodically if somebody has faced this before.

[alinington]

Okay, so I've done some more digging and have come up against a confusing conundrum that SEEMS to have resolved this issue, but we're currently in the process of testing it. Having created ALL the reports as an admin, and adding them to a dashboard that all the Service Desk operatives can access and view, I confirmed that all the agents could view the reports on the dashboards. They can. So no additional sharing was required - they don't need to edit them, they just need to view the dashboard. As an admin I have been unable to replicate the issues our SD manager was seeing, and was flummoxed since apparently no special access to the report SHOULD be required. To further my testing (and/or disprove sharing as a factor) I added the SD manager to the 'sharing' on ONLY those 6 reports that are failing. NOT the others. Which logically makes little sense, since the number of reports that fail varies and there are normally at least 2 of them in the PDF. Suggesting that sharing isn't a factor.

Following my adding him to JUST those 6 reports, he managed to pull a complete PDF with no 'Loading reports' errors. Which logically makes no sense because all the other reports on the dashboard remain unchanged and export just fine regardless of sharing settings.

He's going to re-run the report on Monday with a new set of data to rule out a caching one-off issue.

But it is a very strange and nonsensical because prior to adding him specifically, SOME of the reports would still load. Weird.

[Kalaiarasan Pus]

So that means since some of the reports the manager didn't have access caused a ripple effect and failed other reports? May be it could !

[alinington]

Upon further testing, the issue reoccurs. So permissions on the report has NOT resolved this issue. I will log this as an incident with HI

[heinkoster]

Hi Alexandra, have you also managed to resolve the issue in production?