How to figure out why you are seeing less/more tickets than expected?
I’m seeing LESS tickets than expected
If you are not seeing some tickets that you expect to be able to see in the Advanced Reports even though you have selected “Reported By Anyone”, there are some possible causes.
The “Reported By Anyone” option actually combines these 4 aspects:
Tickets that are reported by you
Tickets where you are a participant
Tickets that are shared with you
Tickets that are shared with organizations you are in. Unless you are the admin/agent user as admins/agents see all organizations.
This option DOES NOT show all tickets in general, it only shows all tickets that you are supposed to see in your Service Desk report. This means that even if two users are in the same organization, it’s possible that one of the users doesn’t see a specific ticket because this ticket is still not shared with any organization.
What can I do in such situations?
Open any of the issues you think you should see but you don’t.
Check that you can actually open them and see the information inside
Check whether the issues have a request type set
Check who the issues are shared with.
Check that their reporter is not an anonymous user
Check the users and organizations the missing issues are shared with.
After you’ve done all 5 steps and you are sure there is no obvious problem related to this. Please send us answers to this questions and screenshots if possible (especially from #5)
I’m seeing MORE tickets than expected
If you’re seeing more tickets than you expect you can look for the possible causes:
You’re an admin/agent user
You have project permissions that allow you to see more tickets
The Advanced Reports configuration of the project has the option “Show all requests in the report.” enabled. (WARNING) This overrides every other option and shows all tickets, you should be careful when enabling it.