User with itil unable to export all incidents to excel

[rueben]

I have an end user with itil that is gathering information from last year on incidents opened each month. When he creates the report he is simply going off the incident table and his query is Opened between Jan 1, 2022-Jan 31, 2022 (this changes for each month obviously). The query returns the correct number of records, but when downloading the files there is always 1-6 records missing, depending on the month. 

The Import Export Properties are set to 50,000 as the maximum number allowed, all other fields are default. 

When I (admin role) try to do it from my account, I have no problem. I'm thinking this is an ACL issue, but cannot find it if it is. 

Has anyone else run into this issue? Anyone have any thoughts?

Thank you,

Rueben

[jMarshal]

If the itil user in question can access the data in the incident table, its definitely not an AC rule stopping them...is it always the same records missing?

I'm guessing this user is going to incident.list and then to "export > excel" on the context-menu (right-click header bar)...maybe try impersonating them and do it yourself, to start...you can also try "export > csv" and then open that file in MS Excel to compare the data.

If there is no issue exporting, except for when it is a filtered list, it could be a localization thing (it's handling the date/time in the filter correctly, perhaps?)