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Few Tabs in Platform Analytics Dashboard Not Loading properly

saichary
Tera Contributor

3 hours ago

We recently faced an issue where a few tabs in a Platform Analytics dashboard containing multiple reports and visualizations were not loading. Interestingly, other tabs such as Change and Problem dashboards were loading as expected.

Issue

Two dashboard tabs were not loading their visualizations. When reviewing backend logs, we noticed the following error:


Caused by: com.fasterxml.jackson.databind.exc.InvalidFormatException: Cannot deserialize value of type `int` from String "NaN": not a valid `int` value at [Source: REDACTED; line: 1, column: 1376] (through reference chain:

com.snc.par.multivis.transform.model.VisProperties["numberOfPeriods"])

 

The error indicated that the property numberOfPeriods was being parsed as "NaN" instead of an integer. This prevented the dashboard from rendering other widgets.

Root Cause

A dashboard widget (in our case, a Donut visualization) had its property numberOfPeriods stored as "NaN". The platform expected an integer (e.g., 3), so this mismatch caused deserialization to fail and the tab to stop loading.

Solution

  1. We identified the affected widget and modified the value of numberOfPeriods from "NaN" to 3.

  2. After applying the fix, the dashboard tab loaded successfully with all its visualizations.

To confirm the behavior, we recreated a Donut visualization and observed that by default, the property was set to 3.

Next Steps for Administrators

If you encounter similar issues with dashboards not loading:

  1. Navigate to the list of dashboard widgets that may contain the "NaN" property value:
    https://<instance>.service-now.com/par_dashboard_widget_list.do?sysparm_query=component_propsLIKENaN&sysparm_view=

  2. Review the widgets returned in the list.

  3. Update the property numberOfPeriods from "NaN" to a valid integer (e.g., 3).

  4. Save and reload the dashboard.

This should resolve the issue and restore the affected dashboard tabs.

Recommendation

  • Review any custom or cloned dashboard visualizations to ensure property values are correctly set.

  • If you are creating new Donut or similar visualizations, verify the default configuration and confirm that numberOfPeriods is not being set to "NaN".

  • If this behavior is reproducible, consider raising a case with ServiceNow Support for further investigation.

If this article resolves your problem, please mark it as helpful and feel free to share your comments so it can help others in the community too!

Thanks & Regards,
Sai

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