How to Customize OOTB RD CPMThroughputByResolveOpByYear/Week/Day based on CreateDateTime filter?
In report definition rules where function pxBalance is used, for examples report definitions CPMThroughputByResolveOpByYear/Week/Day,
for the same single report, changing the CreateDateTime values in the filter conditions has no impact on the pxBalance, as a result the report results are incorrect.
- Can the function be fixed so that it takes into account the modified CreateDateTime filter?
- If this cannot be done, can you please provide documentation on how to customize the report to return valid results?
Tetrasoft India Private Limited
IN
Hi Nilesh,
Can you please confirm us the CPM version and PRPC version being used by you?
Pegasystems Inc.
US
Hello,
We are using Customer Service 7.1.4 on Pega 7.1.9.
Tetrasoft India Private Limited
IN
Hi Nilesh,
As per your comment, "changing the CreateDateTime values in the filter conditions has no impact on the pxBalance, as a result the report results are incorrect"
I checked CPMThroughputByResolveOpByYear in Customer Service 7.1.4 Pega 7.1.8
Initially, if we run CPMThroughputByResolveOpByYear with filter condition .pxCreateDateTime equal to Current Year, we get following results:
If we perform a private edit on it and change the filter condition to .pxCreateDateTime not equal to Current Year,
We get following result:
Hi Nilesh,
As per your comment, "changing the CreateDateTime values in the filter conditions has no impact on the pxBalance, as a result the report results are incorrect"
I checked CPMThroughputByResolveOpByYear in Customer Service 7.1.4 Pega 7.1.8
Initially, if we run CPMThroughputByResolveOpByYear with filter condition .pxCreateDateTime equal to Current Year, we get following results:
If we perform a private edit on it and change the filter condition to .pxCreateDateTime not equal to Current Year,
We get following result:
Wanted to confirm, is this what you are trying to perform.
If not, then what are the steps followed by you which gives you problem with this activity?
Please share snapshots.
Pegasystems Inc.
US
I tried executing the above OOTB report and here is what I am seeing, as you can see from the below screen capture that there are no open cases, which is incorrect. I know we have few of the open cases this year and not all of the WO has been resolved. If you start an interaction or service task and leave one of them open, it should display this as open cases. Can you try that?
Pegasystems Inc.
US
The reason you don't get open cases is because the filter is on Resolved user not being null hence there won't be any open cases. So I am not sure why open cases even exists as a column.
Pegasystems Inc.
US
The product team has provided a hotfix for the solution so that pxBalance function works correctly for all of the reports that use it.
Pegasystems Inc.
US
Hello,
Did you open an SR to receive that hotfix? If so, please reply with the SR # and the hotfix number as well so that we may update this thread for you. Also, if that hotfix resolved your issue please mark that reply as the Correct Answer.
Accepted Solution
Pegasystems Inc.
US
SR-A77192 Reports with function pxBalance
hotfix HFIX-28205 fixed the issue.