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

alinington
Giga Contributor

‎03-03-2017 01:49 AM

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.

loading reports.PNG

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

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alinington
Giga Contributor
In response to heinkoster

‎03-24-2017 07:22 AM

We are subject to change management and I have the change scheduled into Live on Tuesday afternoon. So I won't know until after the testing window.


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alinington
Giga Contributor

‎07-18-2017 02:25 AM

To complete the updates on this post, this issue has NOT managed to be resolved, and WILL NOT be fixed due to a limitation of the whtp exporting engine. Here is an extract from my HI Ticket:



"The issue you experience when exporting the Team Overview can not be resolved, because we of the way the current version of the whtp exporting engine has been setup.


At this point we have determined that the best way export the Dashboard "Service Desk Team Overview" is using a work around by opening a "printer friendly" version.



1) Go to: Dashboard "Service Desk Team Overview


2) Click on the Cog (system Settings) on the top right of the screen,


3) where it says "Printer Friendly version" click on the printer icon.



A printer friendly version of the page will then be loaded:


https://sotonproduction.service-now.com/home.do?sysparm_auto_request=true&sysparm_view=sds_team_over...



4) In Chrome Choose:File Print


5) From there also the option print to PDF can be selected.



Please contact me if you would like more specific information on the work around for your specific configuration: Browser, operating system.


I am aware that this is a work around, but this is the only thing I can do for the moment. "