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Custom Objects sometimes aren't passing to Explore

  • January 3, 2024
  • 7 replies
  • 0 views
Chris19

Hi All

We started using Custom Objects a couple weeks ago on one of our ticket forms. With this Form, an IT Item is selected on every ticket using a Lookup Relationship field. I created a View and confirmed that an IT Item has been selected on every ticket. IT Item is the custom object.

I created a report in Explore to see how often each IT Item has been used, and it appears it's not showing the selected object for most tickets. It's only bringing over the selection for that field in a small handful of tickets.

What am I doing wrong here?

 

 

As you can see, the big bar at the top shows nothing selected in the lookup field, but I confirmed every one of these tickets has an object record selected. 

 

Any help here would be very much appreciated 

      7 replies

      Stephan12
      • Stephan12
      • January 5, 2024

      Hi Chris,
      Have you limited the dashboard to the period of time you requested to pick a form/ Item? I also faced the problem and remembered that I also considered tickets of a former period before the change.

      Regards, Stephan

        Chris19
        • Chris19
        • Author
        • January 5, 2024

        @stephan12 Hi Stephan thanks for the response. I did not limit the time period but I did filter on the ticket Form that uses this field, and each of the tickets using this form has a an IT Item selected. 

        I have a trigger that copies the custom object ID into a hidden field on that form, and if I change the Column on this report to that field, every single ticket has a value, which also helps to confirm that every one of these tickets has an object selected. 

        I'm really just at a loss here, as this report was working fine recently. 

        - CJ

         

        Chris19
        • Chris19
        • Author
        • January 5, 2024

        @ashwin11    Hi Ashwin, looping you on this post in case you have any insight. Thanks!

        Ashwin11
        • Ashwin11
        • January 5, 2024

        hi CJ, You should see all the tickets that were created after Mid-september. Is that the subset you are seeing?

        @wojciech11 - Would you be able to check? 

        W
        • Wilson16
        • January 5, 2024

        @ashwin11

        I have the same problem, I have been using it since November and December 2023 and I was able to make a report successfully, but today when I reviewed I saw that the information on the custom objects disappeared in the tickets.

        I enter the ticket and the information about the custom object is there, I don't understand what happened.

        Explore - Ticket #46623:

        Custom Object, ticket here.

        Ashwin11
        • Ashwin11
        • January 5, 2024

        That should not have happened..
        Have requested the Explore team to investigate once they are back next week.. If this needs to be looked at urgently, I would recommend initiating a service ticket.

        Brandon12
        • Brandon12
        • January 6, 2024

        Hey Chris,

        It looks like the Zendesk team is on it - but I'm sure we'd all be keen if someone could update this post with the resolution once it becomes available.

        Brandon

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