> ## Documentation Index
> Fetch the complete documentation index at: https://www.presolve.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshoot report access and missing data

> Separate credential, sharing, organization scope, field, and saved-filter issues.

Start by recording the endpoint, HTTP status, report ID, key prefix, requested organization IDs, and request time. Do not include the key secret in a support message. A successful HTTP response does not establish that the result contains every expected record.

## Identify the API family

| | Legacy report API | v1 saved reports |
| - | - | - |
| Run request | `GET /api/reports/{reportId}` | `POST /api/v1/reports/{reportId}/run` |
| Credential | Reporting API credential | Integration API key with `reports:read` |
| Report publication | Legacy API sharing (`isApiShared`) | API visibility (`apiVisible`), plus sharing for cross-organization child reports |
| HQ default | HQ and children when supported by the report's fields | HQ and authorized descendants when the key toggle is on and acting-attorney RBAC permits |
| Narrow office scope | `organizationIds` for HQ requests | `organizationIds` within the authorized key scope |
| Response format | Legacy `format` parameter | `Accept: text/csv` or default JSON |

The two credentials and publication settings are not interchangeable. An HQ integration key does not turn other v1 resource endpoints into multi-organization endpoints. See [Organizations, HQ, and permissions](/docs/authorization).

## “The report is missing” or 404

1. Confirm the exact report ID. Similar names and copied reports have different IDs.
2. Identify its owner organization. Signing into HQ does not make a child-owned report an HQ-owned report.
3. For the viewer, confirm the report is shared and the signed-in member has the required hierarchy, report, and data permissions.
4. For v1 execution, verify **API-visible**, plus sharing if the owner is a child. For the legacy API, verify legacy API sharing instead.
5. Check the key's organization and report toggle. A key restricted to its own organization cannot run a child-owned report.

The v1 list and metadata endpoints remain limited to the key's organization. A shared child report can be runnable by known ID without appearing in the HQ key's report list. A viewer link does not bypass access checks, and 404 deliberately does not reveal an inaccessible report's existence.

## “I only see one office”

Check the credential's issuing organization first. A child organization's key remains a child key even if the person using it belongs to HQ elsewhere.

For v1 report runs, review **Current organization + child organizations** and any explicit `organizationIds`. With the toggle off, omission means the key's own organization. With the toggle on for HQ, omission requests the authorized hierarchy and requires the acting attorney's current reporting/HQ access.

Next inspect the saved report's filters, including geography, practice area, dates, status, and organization conditions. No organization filter in the saved definition does not remove the API's organization boundary. A Washington-only result may reflect scope, a filter, or the matching data; it is not enough evidence to identify the cause.

Compare a known expected case against the filters and selected offices. Do not broaden role grants or remove business filters until you know which condition excluded it.

## “Converted cases appear, but Matched–Direct does not”

The API runs the saved status filter. A Converted-only report remains Converted-only. If the report should include both statuses, have an authorized editor change its saved filter to include both and review any AND/OR grouping. This changes reporting selection, not the underlying case states.

## “NSA records are missing”

An HQ key alone is insufficient. For v1 hierarchy execution, review the acting attorney's NSA View permission, case access, HQ access, and practice restrictions. NSA-only roles can also restrict the result to NSA records.

The legacy report API uses the reporting key creator's current Manage Report API, View Reports, Export Reports, NSA View, and applicable broad case/HQ permissions to determine NSA access. Its authorization path is different from an integration key's acting attorney. In either case, matching records must still satisfy the saved report filters.

## “Custom intake columns are blank” or incompatible fields return 400

The report owner's field definitions are used when a shared child report runs across offices. When an office has no field definition, a presence check must establish that it has no stored answers for that accessor; historical answers without a definition cause a compatibility error. A blank can mean the case has no stored answer; it does not necessarily mean the office is missing from the result.

A 400 compatibility error means the same referenced field cannot be interpreted consistently across the requested offices. Try an owner-only request to isolate the issue, then have the report administrator compare field types, intake accessors/storage, and option meanings. Copying the report to HQ is not an automatic field-mapping repair.

## “The same status has different office labels”

Built-in lead and matter status columns used only for display allow offices to have different option sets and customized system-status labels. Each result row uses its own organization's label, such as `Appeal Filed (Washington)` or `Appeal (HQ)`. Raw API status values remain unchanged; use them for integration logic instead of matching display labels.

Filter options may show several organization-qualified labels for one stored status key. Selecting that key does not narrow the organization scope. Status filters, sorting, grouping, calculations, and charts still require compatible definitions; custom status keys with conflicting meanings and ambiguous intake fields remain protected by compatibility checks.

## “Can HQ edit the original?”

An authorized HQ member can edit an accessible shared child report with **Create Reports** and **Manage Shared Resources**, while retaining its ID and owner. Organization-managed reports also require **Manage Organization Reports**; managed templates remain protected. The user must still have the report's hierarchy and data access.

A copy is appropriate when the user needs a separate definition and should not change the original integration report. Updating a copy does not update integrations that still call the original ID. Application edit access is separate from the integration key's ability to run a report.

## “The response succeeded but records are missing at the end”

Check the v1 truncation flag or CSV header. Saved report runs stop at 10,000 rows. Narrow the office scope or saved filters for non-overlapping extracts. Export jobs are single-organization entity exports, so they are not a substitute for the same multi-office saved report.

## Escalation details

Provide the report ID, owner organization, key prefix and issuing organization, API family, status/error code, scope toggle, explicit organization IDs, and one authorized example of an expected missing record. Include relevant filter names and the request time. Keep credentials and unnecessary personal data out of the report.