Tools > Reports not working after changing incident classifications

Would appreciate some assistance; we modified the default incident classifications, functions and constituencies to match our organization. Since then, the built-in “overview report” no longer returns results.

This is what is being returned:

Start date

Sat May 03 11:25:49 2014

End date

Mon Jun 02 11:25:49 2014

Incident Report Summary (including unlinked Incident Reports)

Outstanding reports at the beginning of this period

0

Total new reports for this period

5

Incident Reports resolved during this period

1

Reports unresolved at the end of the period

0

ISOC SMTR
Incident reports received

Unclassified

0

Corporate Investigations
Incident reports received

Unclassified

0

Data NOC
Incident reports received

Unclassified

0

Network Security
Incident reports received

Unclassified

0

Robert Moerman, CISSP
Manager, Security Monitoring & Threat Response

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Would appreciate some assistance; we modified the default incident
classifications, functions and constituencies to match our
organization. Since then, the built-in �overview report� no longer
returns results.

What version of RT/RTIR are you running?

Did you make any other changes to those custom fields other than the
values? For example, did you apply them globally rather than
specifically on Incidents?

Did your new Constituency values show up in the menu on the initial
Reports page?

If you do a search in Incident Reports for the same date range and
constituency, do you see more tickets?

Would appreciate some assistance; we modified the default incident
classifications, functions and constituencies to match our
organization. Since then, the built-in �overview report� no longer
returns results.

What version of RT/RTIR are you running?

Did you make any other changes to those custom fields other than the
values? For example, did you apply them globally rather than
specifically on Incidents?

Did your new Constituency values show up in the menu on the initial
Reports page?

If you do a search in Incident Reports for the same date range and
constituency, do you see more tickets?

I’m running RTIR 3.0.2 on RT 4.0.20.

Classification is set to Global. Setting it back to “Incidents” resolves the condition. Why is this?

Moving reply back to the list so others might benefit.

The current code that looks up Classification expects it to be a
queue-level custom field. If you make it global, it doesn’t match the
expected queue-level configuration, so the lookup doesn’t find it. We
could potentially change it to fall back to a global CF, but generally
you only want RTIR custom fields applied to RTIR queues and not other
queues in RT like General or any other queues you might use on the RT side.