"Your metrics" on IT Agent Dashboard not showing personalized data for logged-in user - SOW

[Allison Fox]

The "Your metrics" tab of the IT Agent Dashboard in the Service Operations Workspace should show personalized performance data to the logged-in user. When I impersonate different users, the data appears exactly the same for all users, implying that each user closed the same number of incidents, had the same average resolution time, etc. over the past 6 months. Some other things to note:

• If the Time period is changed to "Last month", all of the visualizations display a "No data available" message, despite data being available when "Last 6 months" is selected
• Previously all of the visualizations on this tab displayed an "Unable to display content" message. I submitted a case to the HI and we found that some indicators/breakdowns were missing and causing the "[SOW PA Incident] Daily Data Collection" job to throw errors. After importing the missing files from an OOB instance the historic job and daily job both ran without errors and the visualizations populated with data, but I only just realized that the same inaccurate data was being displayed for all users

Any ideas as to why personalized data is not being shown for the logged-in itil user on this dashboard tab would be appreciated.

[SVimes]

I did some tracing in my PDI to see what I could find. The visuals are all tied to indicators so I would double check to make sure the indicators are all there, have appropriate breakdowns, and scheduled jobs are actively collecting data. For your reference, below are the indicators from my PDI which I would believe are the same in your instance.

Percent of incidents resolved on same day opened
Indicator name: % of incidents opened and resolved on same day
sys_id: 7fb7e4794370021097aac6ecbab8f2a2
Type: Formula
Contributing Indicators: Number of incidents resolved on the same day opened (2a685d31ff2302001e68ffffffffffe8), Number of resolved incidents (7dafa602d7130100b96d45a3ce6103c8)

Percent of incidents resolved without reassignment
Indicator name: % of incidents resolved on first assignment
sys_id: d203e4354370021097aac6ecbab8f212
Type: Formula
Contributing Indicators: Number of resolved incidents (7dafa602d7130100b96d45a3ce6103c8), Number of resolved incidents by first assigned group (dc828e32d7131100b96d45a3ce6103ab)

Closed incidents
Indicator name: Number of closed incidents
sys_id: 4d6d759deb3302001e68286b1206fe59
Type: Automated

Incidents that missed SLA
Indicator name: Number of incidents breaching SLA
sys_id: 75926cf14370021097aac6ecbab8f242
Type: Automated

Average age of open incidents
Indicator name: Open incidents - average age
sys_id: 0dd3a4754370021097aac6ecbab8f200
Type: Formula
Contributing Indicators: Number of open incidents (fb007202d7130100b96d45a3ce6103b4), Summed age of open incidents (fd5a3e02d7130100b96d45a3ce6103aa)

Average resolution time
Indicator name: Incidents - average time to resolve
sys_id: 06a024714370021097aac6ecbab8f2dd
Type: Formula
Contributing Indicators: Summed duration of resolved incidents (369af242d7130100b96d45a3ce61032f), Number of resolved incidents (7dafa602d7130100b96d45a3ce6103c8)

[Allison Fox]

Hi Sable,

Thanks for your reply. I already verified that all of the contributing indicators that you've listed here are tied to active data collection jobs and configured with breakdowns, indicator sources, etc. Previously there were a few indicators that were missing in our instance, specifically "Number of closed incidents" and "Number of incidents resolved on the same day opened", but after submitting a support case the HI provided me with XML files of those indicators and their breakdowns/sources from an OOB instance to import. After importing those files, I was able to run the "[SOW PA Incident] Historic Data Collection" job without errors or warnings, and the "[SOW PA Incident] Daily Data Collection" job started running without errors or warnings as well. It was at that point that data started to be populated on the IT Agent Dashboard in SOW, but now we are seeing the issue of the wrong data being displayed to the logged-in user (the "Assigned to" filter automatically selects a user other than the person who is logged in).

However, while looking back at all of the contributing indicators, I noticed that there is still one that seems to be missing a Breakdown, "Number of resolved incidents". It already has the "Assigned to" Breakdown configured so I don't think this is the root of the problem with the incorrect user's Incident data being shown, but maybe I should open another support case to get the file for this Breakdown just in case.

Any other thoughts or ideas would be greatly appreciated.

Thanks for your time,

Allison

[SVimes]

You are doing very well in your investigation! That (emtpy) reference is a perfect indication of something missing so I would recommend getting that fixed. If you have a PDI, you could probably get the files yourself as well.

That aside, I am bothered by the filter going to some random person. Check Platform Analytics Administration -> Breakdowns -> Elements Filters and make sure there is one called Me that is setup up with the dynamic filter [User] [is (dynamic)] [Me].

[Allison Fox]

Hi again Sable,

I verified that we have an Elements Filter record as you described called "Me" with the filter [User] [is (dynamic)] [Me]. This is connected to a Breakdown Source [pa_dimensions} record that I got from SN Support and had imported into our instance along with other records that were missing. I was originally exporting missing files from a PDI like you recommended, but the SN Support agent told me that files from a PDI would be marked as custom, preventing them from being updated in the future. To ensure that all of the missing records would be considered uncustomized/OOB on import, I had to receive them from SN Support directly.

I will update when I have found a solution to the issue of the dynamic Assigned to filter not being applied.

Thanks,

Allison