Workspace single score reports are showing a negative value (minus one)

Sebas Di Loreto · ‎05-18-2021

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

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Aitor Cabello · ‎05-10-2022

Hi,

Docs:

https://docs.servicenow.com/en-US/bundle/sandiego-now-intelligence/page/use/dashboards/task/enable-r...

KB:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0693812

Mark if you found it useful

Regards.

View solution in original post

Sebas Di Loreto · ‎11-04-2022

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:
1. When IS after
2. 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

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View solution in original post

MarkD · ‎05-28-2021

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.

Sebas Di Loreto · ‎05-28-2021

I haven’t heard anything yet. It has to be something related to the workspace landing page visualization of a single score report. I don’t think anything is wrong with the report per se.

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mballinger · ‎08-10-2021

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

Sebas Di Loreto · ‎08-10-2021

What is the instance version?

Paris or Quebec?

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