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Support Article

OOTB Reports not reriveing the desired results



User has performed "SaveAs" of the report definition "pyAgeByAssignee" by removing a column "pxSLAAssignTimeliness [past goal]".

While running the report definition, the results include the assignments in within goal column though they have passed the goal time. 

Error Messages

Incorrect count in within goal column 

Steps to Reproduce

1. Run the report definition "pyAgeByAssignee" by removing column "pxSLAAssignTimeliness [past goal]".
2. Observe the result count in the report run. 

Root Cause

It is an expected behavior and the report returns the results as expected. 


The purpose of the report definition is to list all the assignments grouping by operator.

Therefore, it has all the assignments (SLA and non-SLA defined) in the report results. The non SLA defined assignments are calculated in the column "Within Goal" as the function "pxSLAAssignTimeliness" requires "pxGoalExecute" and "pxDeadlineExecute" to distribute the assignments across the columns based on those property values.

Since, non-SLA defined assignments, do not have property values, they come under "Within Goal" column and the SLA defined assignments are distributed across the other column "Past Deadline" based on the property values. 

Published January 4, 2017 - Updated October 8, 2020

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