Queries with 2 or more custom fields do not populate in the Dashboard

Peter_2022

We are encouraging our Tech's Supervisors to make better use of the Dashboard but have run into a problem where the Query works in Advanced Search but shows "No Data Available" when it is used as a Dashboard. From a lot of troubleshooting and trial and error, we think the situation only happens when two different custom fields are required as part of the Query. e.g.

"Status is not Closed and Custom Field 1 = {value} and Custom Field 2 = {value2}"

The following variation also fails as a dashboard widget:

"Status is not Closed and Custom Field 1 = {value} and Any of Custom Field 2 = {value2}"

Is anyone else experiencing this issue? Is it worthy of a support ticket?

We are using WHD 12.7.9 on SQL Server.

Thank you

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pabely

Does the Saved Query work Ok form Advanced Ticket search?

Peter_2022

Yes, in the Advanced Ticket search they work well and as expected, both as personal queries or saved queries. Depending on the query, results range from small to large but all work fine in the Advanced search. And as long as the query requires one or less Custom Fields, it works on the dashboard. It's only when we require two different custom fields that the dashboard fails. Please see screenshots for example. Dashboard with 2 Required Custom Fields No Data

Demo_2CF_Reqd

Demo 2CF Either

Demo 1CF

pabely

Thanks for this information, I will try similar but one last question, what Ticket Custom field type are these "Document #" and "Department Identifier" text?

Peter_2022

Thank you, they are both 10 character text fields. We experience the same effect with a single-choice mixed with pop-up. (I have not heard it reported with multiple-choice.)