Troubleshoot report totals and missing records

Product Zbix CRM · Version 1.2.0 · Source reviewed · Reviewed 28 October 2026
Audience Administrators and implementation teams · Deployment All supported models

Overview

Reports and saved reports run against the current user’s authorized data. Sharing a report definition does not grant the owner’s record access. Currency amounts remain separated, and dashboard date filters have metric-specific meanings. Differences between users or between a list and a dashboard can therefore be expected rather than evidence of lost data.

Purpose

Use this procedure to reconcile a reported discrepancy before changing records or reporting permissions.

Prerequisites

• The report name, current filters, selected currency and user context.

• Access to the underlying records needed for reconciliation.

Procedure

1. Record the report type, date range, owner/team filters, pipeline/stage and displayed currency. Apply the filters and refresh before comparing results.

2. Compare the same report as the affected user. Review effective module and source-record permissions if another user sees different totals.

3. Check the metric definition. Dashboard filters distinguish creation-based populations from closed opportunities using their close dates; do not assume all cards use one date field.

4. Compare amounts within one currency. Do not sum separate currencies or overlapping team groups as an organization total.

5. For exports, confirm export permission on both the saved report and its source module, and narrow the selection if it exceeds the 10,000-row bound.

6. Escalate a remaining discrepancy with a small, sanitized record sample and the exact filters and metric definition.

Expected result

The comparison uses equivalent scope, dates, currencies and permissions, exposing a reproducible discrepancy only when one remains.

Important notes

• Team memberships can overlap, so team totals need not add to the organization total.

• Weighted pipeline is a management projection using configured probabilities, not recognized revenue or a promise of cash collection.

• A saved report stores a definition; its result changes with current data and current access.

• Record-list summary cards may describe all accessible records while table filters narrow the visible rows. Read the page’s scope note.

Troubleshooting

• CSV is denied: review both source and report export grants.

• A report becomes empty after role changes: inspect source visibility and parent relationships before recreating it.

• Historical trend differs from current pipeline: compare closed-period metrics with current open-stage metrics, which measure different populations.

Related articles

• Authorization and permission evaluation

• CRM and commercial data relationships

• API validation and safe concurrency

• Prepare a safe support case