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Report filter on case owner role on Reports stopped working with the Summer 16 release

Knowledge Article Number 000239955
Description With the Summer 16 release a bug affecting the Case reports has been fixed, as a consequence there is a change of behavior on the reports filtering by case owner role.

Taking in account the following scenario as an example:
I have a role called Department Manager, its "Role Label" is set into "Department Manager" while the "Role Name as displayed on reports" on the role hierarchy settings has the value "Support User".
I want to create a report using the Cases standard report type and a report based on the Opportunity standard report type, and both are filtered using the Owner role equals to "Department Manager".

Before the Summer 16 release, the report on the cases report type will not show any records filtering by "Owner role equals to Support User", but will show records filtering by "Owner role equals to Department Manager".
Please note: Every other report filtered by Owner role, i.e. Opportunity report type, will show records filtering by "Owner role equals to Support User", but will not show any record filtering by "Owner role equals to Department Manager" as per article Why is the Owner Role empty in my reports?
 
After the Summer 16 release, the report based on the cases report type will behave as any other role based report: it will show records filtering by "Owner role equals to Support User", but will not show any record filtering by "Owner role equals to Department Manager".
Both Cases report type and Opportunities report type will have to filter by the "Role Name as displayed on reports" value.
 
Resolution On the Role Based reports like Opportunity, Accounts, Contacts and custom objects, the Owner role field (used as column or filter) looks at the "Role as displayed on reports" field. Since the Summer 16 release, the Cases Report type has been made coherent and behave the same way.

The Leads report type is a bit different, in fact if you are using "Owner Role Name" field as a filter it looks up to the "Role Label" and if you are using "Owner Role Display" it looks up to  the "Role as displayed on reports"field.

The consequence is that all the cases reports that were filtering by role will need to be updated with the "Role as displayed on reports" field value, or the Role Name as displayed on reports needs to be updated with a value that matches the label. You can find more info on how to perform it in the linked article Why is the Owner Role empty in my reports?
 




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