Fixing a report subscription issue
Typical problem – a user has a subscription to a report that is not working correctly.
**NOTE – there can be two scenarios for subscribed report issues.
- The first is where the user sets up the subscription and it is not working. This document is intended for those scenarios.
- The second is where the user is supposed to get a copy of a report that another user set up. In this case, the user reporting the problem MUST contact the person who set up the subscribed report to get the issue fixed.
Find and verify the report subscription
1. Log in to the ReportHub application.
2. When logged in to the ReportHub interface, look in the top right for a link called “Users” (shown above with a <RED> box around it). This is the admin link for the ReportHub application. If you are a designated administrator, you will see this link. Click it to see a list of all users.
The following screen will be displayed.
3. To locate the user record, you can either scroll through the pages manually or you may search in the top left of the interface.
4. Type any partial email into the search box and press enter (or click the Search button). The list of users will be reduced to only those who match your search string.
5. Once you have found the user record, click the line containing the username. An interface will open with the Inspect User screen showing that user’s information.
6. Please note that you cannot create a new subscription from scratch on behalf of another user. The user must create the subscription on their own; however, you may edit or delete any existing subscription. Once again, edits can be made by clicking on the gray pencil (shown below with a <red> box around it), or subscriptions can be removed by clicking on the red X. The edit screen will appear the same as it would to an end user.
7. In this screen, you will validate the subscription setup for the report that is having issues.
8. Validate the timing setup (day and time), the users who should be getting the report and the stores that are included in the report. It should have stores selected to show on the report as well.
9. If these fields appear correct, you will need to escalate this issue to the development team.
10. If you need to escalate the issue, please include all the information you have in the support ticket.