Hi All,
We are facing an issue with Alternative Group By in a ServiceNow Platform Analytics data visualization and would appreciate any guidance.
We created a visualization using the Incident table with the following configuration:
- Data Source: Incident
- Metric: Count of Incidents
- Trend By: Created → Month
- Main Group By: Assignment Group
- Alternative Group By: Assigned To
- Required filter conditions have also been configured.
Issue
When we configure Assignment Group as the main Group By, the visualization displays the data correctly.
We then added Assigned To as an Alternative Group By.
Interestingly, while we are editing the visualization, if we switch between Assignment Group and Assigned To, the data is displayed correctly for both.
However, after we save the visualization, the Alternative Group By does not work as expected. The visualization continues to display only the Assignment Group data, and the Assigned To option does not display the expected data.
We have observed the following:
- Assignment Group works correctly.
- Assigned To works correctly while modifying the visualization before saving.
- After saving, the visualization displays the Assignment Group data, but switching to Assigned To does not work as expected.
- The same configuration works correctly in another ServiceNow instance.
- We compared the configuration between the two instances and could not identify any obvious differences.
Platform Analytics Versions
Working instance:
- Installed Version: 7.0.10
- Latest Version: 7.4.8
Issue instance:
- Installed Version: 8.0.6
- Latest Version: 8.4.1
Could this behavior be related to the Platform Analytics version difference, a known defect, or some configuration related to reference fields such as Assigned To?
Dashboard Conversion / Next Experience
We also noticed that the dashboard was originally created as a standard/classic dashboard and was later converted to UI/Next Experience, as shown in the screenshot.
Could this conversion have caused any loss of functionality or introduced limitations with existing visualizations, particularly Alternative Group By?
Are there any known limitations or features that are not supported after converting an existing dashboard to the newer UI/Next Experience?
What we have already checked
- Data source configuration
- Main Group By
- Alternative Group By
- Filter conditions
- Incident data
- Configuration in another instance
- Platform Analytics versions
We would appreciate any suggestions on:
- What backend configuration should we compare between the two instances?
- Are there any known issues with Alternative Group By + reference fields such as Assigned To?
- Could the difference in Platform Analytics versions cause this behavior?
- Could converting the dashboard from the standard dashboard experience to Next Experience/UI affect Alternative Group By functionality?
- Is there any known limitation or workaround for this scenario?
Any guidance or troubleshooting steps would be greatly appreciated.
Thanks in advance!
