3C's are not working in CMDB

[siva9494]

Even after configuring the health inclusion rules, completeness, compaliance & CORRECTNESS also 3c's dashboard is not populating the score. Please find the screenshot below for the error I'm facing. thanks!

[AJ-TechTrek]

Hi @siva9494 ,

As per my understanding, below will be probable root cause , please check step by step.

Root Cause Analysis & Solution

1. CMDB Health Jobs Not Run or Failed
* The 3C dashboard only updates after CMDB Health Jobs are executed.
* Go to:
CMDB → Health → Run
Check the status of the following jobs:
* Completeness
* Compliance
* Correctness

Solution:
* Manually trigger each job:
* CMDB Health → Run → [Job Name]
* Check logs for errors.
* If they’re not running, verify scheduled jobs are active:
* Navigate to Scheduled Jobs (sys_trigger.list)
* Filter for jobs with names like %CMDB Health% and ensure they’re active and not failing.

2. Health Inclusion Rule Misconfiguration
* Even if a rule is configured, the criteria may not be matching any CIs.
* This means your rule is valid syntactically but not picking up any data.

Solution:
* Navigate to:
* CMDB Health → Definitions → Health Inclusion Rules
* Open the rule and click "Preview Rule" — check if CIs are returned.
* Make sure:
* The class name is correct.
* Filter conditions aren’t too restrictive.
* "Active" checkbox is ticked.

3. Correct Table Not Selected in CMDB Health Definition
* If you're looking for score on a specific class (e.g., cmdb_ci_linux_server), the CMDB Health Definitions need to be configured for that class.

Solution:
* Go to:
CMDB → Health → Definitions → Class Scores
* Check if the desired class has health rules defined and linked to inclusion rules.

4. No Data Populated in CMDB Metrics
* The 3C Dashboard depends on the cmdb_health_score, cmdb_health_metric_result, and cmdb_health_completeness/compliance/correctness tables.

Solution:
* Run this in table explorer or logs:
cmdb_health_score.list
* 
See if any scores are present. If empty:
* Jobs didn’t populate correctly
* Data not matching rules

5. Related Metric Definitions Not Mapped Properly
* Sometimes metric definitions are present but not mapped to health definitions, or data sources (like attributes or data quality rules) are not defined.

Solution:
* Check:
* CMDB Health → Definitions → Metric Definitions
* Are there active metrics for Completeness, Compliance, Correctness?
* Do they link to correct attributes or data quality rules?

6. Bonus Debugging Tips
* Check the logs for errors:
System Logs → All → filter with "CMDBHealth"
* Use the CMDB Health Diagnostic Dashboard:
* Menu: CMDB → Health → Diagnostics
* It shows issues with rules, metrics, and background jobs.

Area	What to Check / Do
Health Jobs	Trigger Completeness, Compliance, Correctness jobs manually
Inclusion Rules	Preview them to confirm they match CIs
Class Definitions	Ensure they exist for your specific CI class
Metric Definitions	Ensure proper configuration and linkage to health definitions
Logs	Check logs for errors (CMDBHealth)
Data Availability	Verify if cmdb_health_score and related tables have data

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Thank You
AJ - TechTrek with AJ - ITOM Trainer
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ServiceNow Community MVP 2025

[Cindy Trieu]

Hi Siva, did you ever figure out your error?

If not, can you check the cmdb_health_metric_status table and let me know what the status says?