Reports: support reference¶

Internal. The customer-facing explanation is in How a report is produced and the screen reference.

Report tickets divide almost evenly between "it never arrived" and "the numbers are wrong", and the two need completely different investigations.

Generation is asynchronous¶

Requesting a report queues it. The Download column on a template shows the queue state rather than a link, and only a completed job offers the file.

State	Means
Completed	The file exists and can be downloaded
In Progress	Still generating — the request was accepted
Failed	Carries an error; the request was accepted and did not finish

"Nothing happened when I clicked Generate" is nearly always a job that is still running or that failed with a message nobody opened.

Time Taken is an early warning¶

Reports Management records how long each generation took. A report that normally takes two minutes and now takes twenty is heading for a timeout, and the trend is visible here before anyone reports a failure.

When a report begins failing, compare its recent durations before investigating anything else — a scope that has grown is the most common cause, and the fix is narrowing the report rather than retrying it.

"It generated but never arrived"¶

Assessment reports are emailed, and Size (MB) is on the list for a reason. A report larger than the customer's mail gateway limit generates successfully and is silently dropped in transit.

Check, in order:

The size of the generated file.
The email log — whether the message was queued, sent or failed.
The recipient list on the schedule, if it was a scheduled report.

A message that was queued and never sent is a mail-server problem, not a reporting one.

"The numbers are wrong"¶

Almost always one of the platform counting rules rather than a reporting defect:

Only considered audits contribute to aggregated figures.
Nothing is counted until its finding is approved.
Only two statuses close a finding; Risk accepted still counts as open.
An audit counts on the date it reached a final state.

Audit Considered is a filterable column on Report Search. Filtering to considered audits reproduces the dashboard's numbers; including everything reproduces the module screens. Comparing the two answers most disagreements directly, without anyone rebuilding a report.

Two different commitments, and they cannot be swapped afterwards:

Share View — one template, one owner. Your later edits reach everyone using it.
Share Copy — an independent template that will drift and never receive your corrections.

A customer reporting that "the corrected template is still wrong for my colleague" has a copy, not a view. The only remedy is a fresh share.

Templates and defaults¶

Default marks the template used when none is chosen, so changing it changes what everyone who does not think about templates produces. Worth confirming before assuming a report format changed on its own.

Manage Config decides whether the report follows relationships — pulling in the hosts an application runs on, for example. It changes both content and generation time, and is a common cause of a report that suddenly takes much longer.

The two overall report formats¶

The page offers Overall report and Old overall report. The older format is kept because customers build their own tooling on the export and cannot always change formats on our schedule. A customer whose parser broke has usually been moved to the new format; pointing them at the old one is a valid answer.

Clean assets are evidence¶

Reports carry two no-finding tables: applications with no vulnerabilities, and the audit detail for those applications. The pair is deliberate — an asset with a completed audit and no findings is evidence, and an asset with no audit is a coverage gap. They look identical if only one table is read.

What to collect before escalating¶

The report queue entry — state, duration, and the error text if it failed.
The generated file size, for delivery complaints.
Which template was used, and whether it was shared as a view or a copy.
For number disputes: the same figure from Report Search with Audit Considered filtered both ways.