Problem

Custom reports may show inconsistent or blank additional information fields for some contacts but not others, even when these fields are populated in the contact records.

Root Cause

This inconsistency occurs due to the timing of when the additional information field is populated in a contact's record relative to when a notification is sent. The report captures data at the exact moment a notification is sent, not the current state of the contact record.

If an additional information field was not populated in the contact's record at the time the notification was sent, it will not appear in the report for that notification, even if the field was populated later.

Solution

To ensure that additional information fields appear consistently in reports:

• Populate required additional information fields in contact records before sending notifications

• Verify that fields are completed for all contacts prior to sending notifications that will be included in custom reports

• For the most accurate reporting, maintain complete contact records with all necessary additional information fields populated at all times

Workaround

If you need to generate reports that include additional information fields for notifications that have already been sent:

• Be aware that the report will only reflect the data as it existed at the time the notification was sent, not the current state of the contact records

• For critical reporting needs, consider resending notifications after ensuring all contact records have been properly updated with the required additional information