- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-18-2021 08:36 AM
The OOB "chats queuing" single score report is showing -1 (minus one) when it is an impossible situation.
The report counts awa_work_items in "pending accept" OR "queued" states. You cannot COUNT a negative amount...
This report is a "data visualization" component in a workspace landing page. It has the "single score live updates" checked.
Anybody knows why is this happening?
PRB1102005 sort of refers to it but it is an old PRB that was fixed on London back in 2018
If I helped you with your case, please click the Thumb Icon and mark as Correct.
Solved! Go to Solution.
- Labels:
-
Agent Workspace
- 3,319 Views
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-10-2022 05:16 AM
Hi,
Docs:
KB:
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0693812
Mark if you found it useful
Regards.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
11-04-2022 06:48 AM
I was finally able to reproduce this issue at will by commenting out the current.update() line on an AFTER business rule for the table where the report is running.
This issue is described on KB article KB0693812 and can happen going UP or DOWN.
Do this to solve your issue:
- Pay attention to the report where you are seeing the negative number.
- Take note of the table where that report is running. Let's say is the incident table.
- Then type on the left nav: incident.config
- While on the business rule tab and the following conditions:
- When IS after
- Script CONTAINS current.update()
- Check all business rules and experiment by commenting out the line with current.update()
- You will need to figure out if the "offending" business rule can be turn into a BEFORE (order 10000) one for example
If I helped you with your case, please click the Thumb Icon and mark as Correct.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-28-2021 03:54 PM
Were you able to get anywhere with this issue?
We had the same problem reported today for the exact same scenario: a scorecard report that indicates chats waiting in queue.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-28-2021 05:14 PM
If I helped you with your case, please click the Thumb Icon and mark as Correct.
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
08-10-2021 01:03 PM
We are experiencing the same issue. Only our Single score is constantly changing (we have real time updates on so number goes up and down) and can get upwards of -300
- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
08-10-2021 01:07 PM
What is the instance version?
Paris or Quebec?
If I helped you with your case, please click the Thumb Icon and mark as Correct.