## Custom Report Returning "Old" Data

Thank you for providing detailed information about the issue. Based on your description, it seems that the report is pulling outdated data and not reflecting the most recent service records (SRs). Below are steps to troubleshoot and resolve this issue:

---

### 1. **Verify Report Filters**
- Check the filters applied to the report, especially the **Start Time** and **End Time** fields.
- Ensure that the date range is set correctly to include recent SRs. For example:
- Start Time: Set to a date far enough in the past to capture all relevant data.
- End Time: Set to the current date or a future date to ensure no SRs are excluded.

---

### 2. **Check Data Synchronization**
- If your SysAid system is integrated with external databases or systems, ensure that the data synchronization is functioning correctly.
- Verify that the latest data is being pulled into the reports. If synchronization issues are suspected, you may need to manually trigger a data refresh or check the integration settings.

---

### 3. **Review User and Process Manager Data**
- The presence of old or unrecognized users in the report may indicate that the system is pulling data from historical records or test data.
- To address this:
- Navigate to **Settings > Users > Administrators** and review the list of administrators.
- Deactivate or archive any users who are no longer with the organization.
- If the unrecognized name is a SysAid representative, it may have been part of the initial setup or testing. You can deactivate this user if it is no longer needed.

---

### 4. **Clear Cache and Refresh the Report**
- Sometimes, cached data can cause reports to display outdated information. Clear your browser cache and refresh the SysAid page.
- Re-run the report after clearing the cache to see if the issue persists.

---

### 5. **Test with a New Report**
- Create a new report with the same criteria to rule out any configuration issues with the existing report.
- Use the following steps:
1. Go to **Analytics > Reports**.
2. Click **New Report**.
3. Select **Service Record** as the report type.
4. Add the desired columns (e.g., User, Process Manager, Start Time, End Time, etc.).
5. Apply the same filters and date range as the original report.
6. Save and run the report to check if it returns the correct data.

---

### 6. **Check for Archived Data**
- If the report is returning only old SRs, it is possible that the newer SRs are archived or not included in the report's scope.
- To verify:
- Go to **Settings > Service Desk > Archive Settings** and check the archiving rules.
- Ensure that the report is configured to include both active and archived SRs.

---

### 7. **Update SysAid Version**
- If you are using an older version of SysAid, it may have limitations or bugs affecting the reporting functionality.
- Check if there are updates available for your SysAid system and consider upgrading to the latest version.

---

### 8. **Contact SysAid Support**
- If the issue persists after following the above steps, it may require further investigation by SysAid support.
- Gather the following information to assist the support team:
- Report name and configuration details.
- Screenshots of the report and filters.
- Any error messages or unusual behavior observed.

---

By following these steps, you should be able to identify and resolve the issue with your custom report. If you need further assistance, feel free to reach out!