Jotform Report: Duplicate entry with the same name on pie chart

When asking to summarize in chart form the response to a survey question, there is one response appearing twice ---Castlegar. (see the image below)

Why has this happened? Please provide directions as to how the two responses coded 'Castlegar' can be combined.

Hi Mary,

Thanks for reaching out to Jotform Support. I’m sorry you’re having trouble with this. I’ll need a bit of time to look into this. I’ll get back to you as soon as I can.

In the meantime, let us know if there’s anything else we can help you with. 

Thank you for your note Jefferson. I look forward to connecting on this when you are able.

Nothing else in the meantime.

Hi Mary,

Thanks for getting back to us. Thanks also for patiently waiting. ​​I tested your form but couldn’t replicate the issue, so I created a ticket and escalated this to our Developers. Our Developers are working on the issue as fast as they can. As soon as we have an update, we’ll let you know. Thanks for your patience.

In the meantime, let us know if there’s anything else we can do for you.

Hi Mary,

Thanks for waiting patiently. I checked your submissions and reports again, I realized that "Castlegar" answers were submitted via the other option. In this way, if there's any blank space left in that text field, it is seen as another different answer, even if the text is the same. That's the reason why you're experiencing this issue.

To be able to check the submissions with "Castlegar" answer, you can download your submissions as an Excel/CSV file. When I checked in this way, I saw that some of the answers had extra space in them. Please check my screenshot:

With Extra Space:

Without Extra Space:

So, it seems that everything is working as expected in your reports. To avoid this issue, you can try to add Castlegar as an option in the related field.

Reach out again if you have any other questions.