Reports either don't load/display blank

[Thomas Cruz]

When viewing the dashboard, the reports in the first tab,"Tickets completed", loads fine. But when a user clicks the "Tickets created/updated" tab, no reports will load. All reports in all tabs, included the reports that loaded just fine earlier, will then display a blank.

I tried viewing the reports in the report editor (new UI and old UI) and only "Ticket progress by project (All)" and "Ticket progress by project (RGTC)"  are the reports that don't display any graphs. The reports will display "Loading report..." but don't load, so far I've tried waiting for 5 minutes. But then, these reports use multiple datasets and when I select a dataset for editing, it displays just fine.

I'd like to understand why this is happening as when I was creating them I encountered no problems, both in report editor and when I added the reports to dashboard. Is it something to do with the datasets? And why does it affect other reports in the dashboard?

[Thomas Cruz · Accepted solution]

I fixed it! I don't know why it causes problems though, not sure if this is worth reporting to HI. For the original report, in "Style" tab of the report editor, I enabled "Display data labels". I created a report that does the same thing as the "Ticket progress by project" reports but with "Display data labels" not enabled and it displays just fine. The other datasets in the report don't seem to be affected by this though.

Here is the report with "Display data labels" disabled

Here is the report with "Display data labels" enabled

[maria03]

A little bit too late in the game but we submitted a ticket in Hi and the Technical Support Engineer from ServiceNow replied the following:

“This issue has been linked to a PRB, PRB1321104, which has been confirmed is not reproducible in Madrid. There will not be a fix for this in London, and the recommendation for this issue is to upgrade to Madrid where the issue doesn't occur.”

There is also a Known Error article talking about this error : https://hi.service-now.com/kb_view.do?sysparm_article=KB0692474

[Thomas Cruz]

Sorry for the late reply.

I just read the error article and got mad that the "Associated Community Threads" part is empty.

Also ServiceNow's response to fixing a bug is to upgrade to Madrid? They went full Microsoft. That should have never been considered as a solution.