Filtering by empty country does not work

 
 
 
 
 

 I am trying to filter all contacts whose Country-field is empty but I am getting zero results despite there being plenty of contacts without a country. This seem to be a bug.

In order to preproduce the issue, I might add that I did a Bulk edit with "Copy Addresses from default linked Organization to Contact" on all contacts earlier but realized that none of the organizations had an address (and hence no country). I don't know if that is related to the issue, but I could imagine that this copy process somehow led the system to think that all contacts now have a country.

Hope this can be fixed. And maybe you have a workaround in the meantime?

UPDATE: I now realized that all records actually do have a country associated to them (though I'm not sure how that happened) but the country is not displayed unless you click on "Add Address". This is cleary confusing and I hope it can be fixed. Expected behavior: When A record has a partial address (e.g. just a country), the address is displayed in the dafault view of the contact.

UPDATE2: This is clearly a bug. While I have still not figured out why all country fields are populated (with Sweden as a country) I can now reproduce the following:

1. select a contact with apparently no country (no country displayed in the default view)

2. Enter edit mode and click on "Add address". The country field will show as populated (with Sweden, in my case)

3. Leave edit mode without saving.

4. In the contacts module, search for Sweden. All contacts which visibly have Sweden as a country will show up but not the one we just looked at.

5. Go back to edit said contact. This time we save the contact.

6. The country will now show up in the contact default view and also when searching for that country in the contacts module

(I have this as a screencast but cannot share it here for confidentiality reasons)

UPDATE3: I now noticed that when I create a new contact or organization, the country is always set to Sweden and I suppose that this is because in my user settings the Default Country is set to "Sweden". So I changed that back to "Select country". Now, strangely, the result of this is that there is no more "hidden country" in records that should be without a country but the filter "country is empty" still delivers zero hits.

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Comments

8 comments
  • Hi Christoph,

    Thanks for the detailed information. You're right this appears to be a site performance issue. I'll escalate this to our team for review and will follow up with updates.

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  • Hi Christoph,

    After some research it turns out that for "Country is Empty," results will only show up if you have something in one of address fields, so a State, City, or Street Address.

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  • When will it be fixed?

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  • Hi Christoph,

    This isn't considered a bug so there will not be an update or change made.

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  • With all due respect: you must be joking! Why is this not a bug? Are you seriously suggesting that the user experience I described is "a feature"? I cannot understand why you wont fix this!

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  • Hi Christoph,

    What you may want to try is creating a report. You can drag over the Country field for the Contacts. All your records will show and you can scroll through the ones that don't have a country showing. You can export the report and customize the file from there. I apologize this isn't an ideal way to get your results.

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  • Thank you, Nora. for suggesting a workaround. I'm afraid it won't work for me because I cannot do a bulk edit from the report. Besides, it does not help anyone who innocently assumes that the filtering in the contact module works as advertised and then either wastes time (like myself) trying to figure out what's wrong, or (even worse) does not realize that the results obtained are incomplete and works on the basis of those (the only reason why I noticed the bug is that I had no contact that had parts of the address filled in but no country. In a larger and more diverse dataset the malfunctioning of the search is not as easy to spot.)

    I would still like to hear an explanation as to why insightly simply declare that this malfunctioning is not a problem and refuses to fix it. I have to say that my image of insightly is about to be turned upside down. As great as customer support has so far been compared to many other companies, I have never encountered such a stubborn refusal to acknowledge a problem. (You, Nora, are personally acknowledging it, but that is of little help if engineers chose to ignore it.)

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  • Hi Christoph,

    Thank you for your patience so Nora could explain your situation to me. I know Nora had hopes the workaround would offer some kind of assistance but understand that you want a solution that can be done in bulk as you're not equipped to spend the time going into each record individually. 

    From what we know, the reasoning was that if a contact did not have an address, then it would not have a country - hence the need to have something in one of the address fields. Granted, there are edge cases as you have demonstrated but that was the logic combined with technical reasons for it being designed the way it is.

    That said, while we would love to be able to tackle every request from a customer - be it a bug or an idea - we have to follow a process when allocating our resources so we are as effective and efficient as possible. That's not to say what you're asking for will never be changed, but our focus needs to first be on attending to those features and functionality that affect the greatest number of our customers (which we base on what is being reported in our community and what customers are telling us through tickets.)

    While your dilemma is a new one for us, it does help shed light that sometimes the way something is designed may not be how the customer needs it to behave. So we appreciate you bringing this to the community so others can show they need this too. In the meantime, if you're open to others helping on this I can check in with our Insightly Heroes so see if they are able to offer any other solutions. Thanks!

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