Platform Analytics breakdown on custom Choice field returns "No data available"

[adunay]

I'm running into an issue with Platform Analytics (Automated Breakdowns) and I'm hoping someone can point out what I'm missing.

I have a custom Choice field on the Problem table:

• Field: u_response_type
• Values:
  • Predictive
  • Proactive
  • Reactive

I want to create generic Problem indicators (Problems Created, Problems Resolved, Open Problems, etc.) and use an automated breakdown by Response Type rather than creating separate indicators for Proactive and Reactive.

Indicator Source

• Facts table: problem

Indicator

• Daily count of resolved Problems
• Collect Breakdown Matrix = true

Breakdown

• Automated
• Breakdown Mapping:
  • Facts table = problem
  • Field = u_response_type

Breakdown Source

• Uses sys_choice (same pattern as the OOB Priority breakdown)
• Filters:
  • Table = problem
  • Element = u_response_type
  • Language = en

If I group the exact same indicator by the OOB Priority breakdown, the visualization displays correctly.

If I group by the custom Response Type breakdown, the visualization returns:

"No data available"

Troubleshooting already performed

• Verified the Problem records being collected have u_response_type populated.
• Verified the indicator collects data successfully.
• Enabled Collect Breakdown Matrix on the indicator.
• Re-ran historical collection.
• Compared the custom breakdown configuration against the OOB Priority breakdown—they appear functionally identical except for the field.
• Ran Run Diagnostics on the breakdown with no reported errors.

Is there something obvious that I've missed?  Is there an additional configuration step required for custom Choice fields, or is there a known limitation with automated breakdowns on custom fields that doesn't affect OOB fields?

[vaishali231 · Accepted solution]

Hey @adunay 

Based on your troubleshooting, your overall configuration looks correct, especially since the indicator collects successfully and the OOB Priority breakdown works as expected. That suggests the issue is likely specific to how the custom choice field is being resolved during breakdown collection.

Here are a few things I'd recommend checking:

Verify the Breakdown Source

Confirm the Breakdown Source is returning records from sys_choice.

Verify the conditions:

Name/Table = problem

Element = u_response_type

Language = en (or matches your instance language)

Use the Preview option to ensure it returns your three choice records (Predictive, Proactive, Reactive).

Validate the Stored Choice Values

Check that the values stored in the problem.u_response_type field exactly match the Value field in the corresponding sys_choice records. Even a small mismatch (case, spacing, etc.) can prevent the breakdown from resolving correctly.

Check for Unmatched Breakdown Values

Since the indicator collects successfully but the visualization shows "No data available", it's possible the collector is treating all records as unmatched.

If available, configure an Unmatched label on the Breakdown Source and rerun the historical collection to see if all records are ending up there.

Review Breakdown Matrix Collection

Confirm that Collect Breakdown Matrix is enabled (which you've already done) and verify that breakdown score records are actually being generated after the historical collection.

Recreate the Breakdown

If everything appears correct, try creating a new automated breakdown and mapping from scratch. Occasionally, metadata created before field changes can cause unexpected behavior.

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb

[adunay]

Thanks @vaishali231 !
Here was the issue:

Validate the Stored Choice Values

Check that the values stored in the problem.u_response_type field exactly match the Value field in the corresponding sys_choice records. Even a small mismatch (case, spacing, etc.) can prevent the breakdown from resolving correctly.

For some reason for my Problem table, the values on the sys_choice_list  have leading capital letters, but the Problem record is passing a value with a leading lowercase letter. 

Thanks for the assistance!