@Manoel Could you share a bit more detail? What are they expecting to see, and what is it they’re seeing? Does it only happen with one filter/value pair or multiple? What is the data source? Does the report typically have high volumes of data, like time series/usage data?

It’s possible there are other filters they’ve forgotten to change, that when combined give them different results than they expect. 

Also, if that dashboard filter is used on a report it will override the report filter.

@bradley There is a report that sums the Companies ARR and that report is part of a dashboard called Risk Dashboard. 

If Active companies have open Risk CTAs, it shows that total ARR amount along with values from other reports side by side. 

When the dashboard is filtered by certain CSMs, the Total ARR Amount is zero and when I create a new report I find an individual ARR Value for each company that have open Risk CTAs for those specific CSMs.

I don’t understand what could be going wrong.

Thank you for spendinf time on this with me.

Interesting - you mentioned “certain CSMs”. Is it not all CSMs? Are there CSMs that don’t have this issue when filtering? Have you been able to replicate the problem using the same filters they have? I would recommend you have them reset their dashboard. It’s possible they added report-level filters and forgot, which is now creating problems with the global filters.

Might be worth being on a call with them when they do this if you can’t replicate it yourself - Have them reset their dashboard, then change the global filters and see if the problem persists. 

I may have missed this as I skimmed the previous posts. But, are you having them refresh their dashboard?

Gainsight Dashbaords operate on cached data unless you click the refresh button, not the browser refresh button but the Dashboard data refresh button.

I would imagine some of your CSMs probably went to the dashboard before the data change. The data it queried got cached, and for the day they are stuck with that data till they refresh. Whereas the ones seeing correct data probably went to the dashbaord after the change in data.

https://support.gainsight.com/Gainsight_NXT/Reports_and_Dashboards/User_Guides/Dashboards_Overview

Thank you all for your help. As dumb as it may seem, when you have a sum on the report that feeds the dashboard, in the gear icon, there’s the possibility of filtering by Millions, Thousands, none, and so on…

Since the sum of the CTAs for those specific CSMs didn’t come to at least a million, it showed zero.

Correcting those filters fixed the issue.

BTW. It was Jaap from Gainsight Support who helped me fix the issue. All thanks to her.
 

That part is not filters but rather the summation of the field.

Which essentially controls what you have a value of. Does the widget show 1,000,000 vs 1 Mil. 

So, I am curious how that solved the issue. Were some people seeing different summations or display values?

Oh, some got to a million and so it tried rounding maybe? And so it showed 0 for some and values for others? That would make sense.