Visualization chart doesn't match the number of records in preview record list

[SNowUser7451]

I have created a Visualization chart on open incidents, after I setup my "Custom Conditions" when I hit run, the Preview Record List shows 11 records but when I apply the conditions and see the visualization graph, it only has 9 records. i don't have any additional filters within the graph. 

[Itallo Brandão]

Hi SNowUser7451,

This discrepancy between the Record List and the Chart visualization is usually caused by how the chart handles Grouping or Aggregation.

Here are the two most common reasons for "missing" records in the graph:

1. Grouping & Empty Values (Most Likely) If your chart is configured to Group By a specific field (e.g., Assignment Group, Category, or Priority), check if any of your 11 records have that field Empty.

• Behavior: By default, many visualizations toggle off the "Show empty" option.

• The Result: If 2 of your incidents have an empty value for the "Group By" field, the chart excludes them from the bars/pies, resulting in 9 records shown. The Record List, however, shows everything regardless of the grouping value.

• Fix: Look for the "Show empty" (or "Display data with no value") toggle in the visualization settings and turn it on.

2. Aggregation Type: "Count Distinct" Check the Metric or Aggregation setting of your chart.

• Count: Counts every row (Total = 11).

• Count Distinct: Counts only unique values of a specific field.

• The Result: If you are aggregating by "Count Distinct" on a field like Caller or Configuration Item, and 2 incidents share the same Caller, the chart will count them as 1 unique value.

• Fix: Ensure your Metric is set to Count (of records) rather than Count Distinct.
  
  

Hope this clears up the mystery!

If this response helps you solve the issue, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.

Best regards,
Brandão.

[SIVASANKARIS]

Hi @SNowUser7451 

This is expected behavior in ServiceNow visualizations.

The Preview Record List shows the raw records that match your conditions (11 incidents).
However, the visualization graph is an aggregated view, and it can exclude records depending on the group-by field and chart behavior.

Most commonly, this happens when:

• One or more incidents have empty (NULL) values in the group-by field. These records appear in preview but are not plotted in the chart.

• The chart is grouping or aggregating data, so multiple records may collapse into fewer data points.

• Certain chart types automatically ignore null or invalid values.

So even without extra filters, it’s possible to see fewer records in the graph.

Quick check: Look at the 11 preview records and verify whether the group-by field is populated for all of them. If 2 records have empty values, that explains why only 9 appear in the visualization.

If this is useful please mark its helpful and accept my solution..

[Ankur Bawiskar]

@SNowUser7451 

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