I'm Troubleshooting a performance Analytics Formula indicator.
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Wednesday
Hello ,
I am troubleshooting a performance analytics formula indicator that calculates a percentage using two contributing indicators.
1) Breakdown scores exist for both contributing indicators.
2) Assignment group name and Assignment group type are configured in the breakdown source.
3) Break down collection jobs completed successfully.
How ever , When I apply a breakdown filter , The formula indicator returns no values.
Could anyone please help me understand , What else should I verify? Are there any additional configurations required for formula indicators with breakdowns ?
Could this issue occur if the numerator and denominator indicators have different break down score data.?
Behavior Explained
Without any filter applied:
The percentage is calculated as:
(SUM In SLA / SUM Total) × 100
→ This produces the expected result (e.g., 77.9%)
With a breakdown filter applied (e.x: Assignment Group Type = Abcd-p):
The system:
Calculates percentage per data slice (e.g., per day or breakdown segment)
Then averages those percentage values
This results in:
AVG(daily or sliced percentages)
→ Which can lead to inflated values (e.g., 75% or 81%)
Example Provided
Total: 1000
In SLA: 779
Expected: 779/ 1000 × 100 = 77.9%
Dashboard shows: 81%
Any suggestions would be greatly appreciated .
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Wednesday
Hello again,
I reread your details. If this formula indicator is on a widget/dashboard, is the time series selection the same frequency of the indicator sources? I've experienced an issue where the indicator sources were daily, and on the widget, the time series was either avg week or avg month. Both time series had inaccurate calculations. When I recreated the indicator source(s), automated indicators with the same frequency as what would be selected in a widget, the calculation was accurate.
This may require you to create more Performance Analytics components than what ServiceNow recommends, but the calculation will be accurate.
