Count Report showing no details on click

sreekeerthi · 3 weeks ago

Hi,

We are facing an issue in Score reports. We have created a report which should count the total number of HR Cases created for different assignment groups for the particular month. The report shows a number but when we click on the number, the data is not shown. It opens the list view but it shows no records to display.

We also raised a ServiceNow Support ticket and they mentioned that this will be fixed in Yokohama patch 5 upgrade. Even after the upgrade is done, the issue still remains.

Can someone help me troubleshoot this issue. What could be the reason behind this issue.

Thank you in advance!

pavani_paluri · 3 weeks ago

Hi @sreekeerthi ,

When you see a number in your Score Report but no records when you click it, usually one of these things is happening:

Wrong Source Table –
The report is counting from the HR Case table, but when you click the number, it’s trying to open a different table (like Task). So the list shows nothing.

Assignment Group Mapping Issue –
The system is counting “cases per assignment group,” but the drill-down link isn’t connected properly to that group field. So the total shows fine, but the details are broken.

Date Mismatch –
The report is showing numbers for a past month. ServiceNow takes a “snapshot” of cases at that time. If that snapshot didn’t capture correctly, the drill-down will look empty.

Permissions / Security –
HR data is heavily restricted. The system can calculate totals in the background (using an admin-like user), but your account may not be allowed to see the actual cases. That’s why the count is there but the list is blank.

Log in as admin.

If admin can see records but you can’t → it’s a permissions issue.

If admin also can’t see anything → it’s a setup/mapping issue.

Mark it helpful if this helps you to understand. Accept solution if this give you the answer you're looking for

Kind Regards,

Pavani P

sreekeerthi · 3 weeks ago

Hi Pavani,

This data is visible as admin but not visible for the user. But we have provided access to view all HR Cases for that particular user. The cases which are shown as output of this report as visible on the HR Case list view but not visible when opened from the report. The report is also redirecting to the HR Case list view only. Even then, the issue is seen.

Nikhil Bajaj9 · 3 weeks ago

Hi @sreekeerthi ,

I gues son same HI ticket you can ask Servcienow team that even after upgrading to this patch - this is happening. You will get clarity whether it will work on existing reports as well or only on new reports created after this patch upgrade.

if my answer helped you, please mark it- solution accepted.

Regards,

Nikhil Bajaj

Please appreciate my efforts, help and support extended to you by clicking on – “Accept as Solution”; button under my answer. It will motivate me to help others as well.
Regards,
Nikhil Bajaj