PA: Widgets do not follow Breakdown Dashboard's breakdown despite being set to do so

Brad51
Mega Guru

I have a breakdown dashboard set up to use Assignment Group as the breakdown. I've created several widgets that are set to use this breakdown, and most work fine. A few do not work and I'm not sure why. One's an OOTB time widget (Average resolution time - 7d running average), and no matter what assignment group I choose on the BDDB, it just shows the same values. I can confirm this by drilling into the records themselves. Why is this occurring?

1 ACCEPTED SOLUTION

Brad51
Mega Guru

I conflated one breakdown with another, and didn't realize I hadn't added the breakdown for the dashboard to all of the indicators that weren't working. Once I added them to the dashboard and re-ran the historical jobs, it populated properly.

View solution in original post

6 REPLIES 6

Adam Stout
ServiceNow Employee
ServiceNow Employee

Are the widgets not following set to follow?  Are you sure they are using the same breakdown source (not just the same name of breakdown)?

And to add on to Adam's valid points, once you added the Breakdowns, did you rerun the jobs to collect the data?

Brad51
Mega Guru

The widgets are indeed set to follow, and I believe they're using the same breakdown source. I'll check that, and confirm that the jobs have run since creating the widgets. Thanks for the tips to check on. I'll follow up once I've tried these.

Brad51
Mega Guru

After confirming that they're all using the same Assignment Group breakdown and running the jobs, I'm finding some things were picked up, but some were not. See below for an example of a formula indicator that uses two automated indicators. One (Incidents Reopened, just based on a metric field) updates as expected, while an OOTB indicator does not. There doesn't seem to be anything different about them to cause this to happen, other than the OOTB indicator is collecting breakdown matrices and the Incidents Reopened indicator is not. I thought matrices were only used for multi-level breakdowns, though, and this is not one - just want to see stats by assignment group.

find_real_file.png

Other examples include any combo of OOTB and custom indicators in a variety of formats and time series, and only some appear to be taking the Breakdown Dashboard's breakdown choice despite them all having that breakdown gathered. They all show the same numbers as when no breakdown option is chosen.