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

[Sebas Di Loreto]

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

[Aitor Cabello · Accepted solution]

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.

[Aitor Cabello]

Hi,

https://docs.servicenow.com/en-US/bundle/sandiego-now-intelligence/page/use/dashboards/task/enable-real-time-update-single-score-widget.html

Regards.

[Aitor Cabello · Accepted solution]

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.

[Sebas Di Loreto]

Thank you for the links.
This could be a hint on the right direction: "when a business rule that uses the current.update() method fires on insert/update, the single score report increments by two instead of one. For more information, see KB article KB0693812"

It can explain why it would go UP twice. I am not sure how you would get a negative number, which most likely it happens if it goes DOWN twice. I will be testing more on this. So far I have seen this happening even on San Diego patch 7.

[Sebas Di Loreto · Accepted solution]

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:

1. Pay attention to the report where you are seeing the negative number.
2. Take note of the table where that report is running. Let's say is the incident table.
3. Then type on the left nav: incident.config
4. While on the business rule tab and the following conditions:
   1. When IS after
   2. Script CONTAINS current.update()
5. Check all business rules and experiment by commenting out the line with current.update()
6. You will need to figure out if the "offending" business rule can be turn into a BEFORE (order 10000) one for example