When I add a filter set to "All" why are there fewer results than if I have no filter?
Analytics / Reports
Oracle Service Cloud, All versions
When a filter is added to a report, the number of results returned is reduced, even when the filter is set to "All."
When a filter is added on a table other than that which is being displayed, an automatic INNER JOIN is added to the table, which will exclude results with a NULL value on the filtered column. In other words, if the column filtered contains NULL values, they will not be displayed by the table.
For example: If a report on incidents contains a filter on queues.queue_id, if any incidents are not assigned to a queue, they will not be included in the results.
To resolve this issue change the table join type to an OUTER JOIN. To do this, open the report for edit and follow these steps:
- On the Ribbon --> in the Home tab --> in the Data Set area --> select Tables.
- Select the table being used for the filter (queues).
- Change Join Type from Inner to Outer.
To learn more about join types see Answer 1839: Types of table joins used with reports.