The "Success Dashboard" is not getting the "Self-solved deflections"

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-15-2024 04:57 AM - edited 05-17-2024 05:20 AM
Hi Community,
I'd like a help with this question:
Description:
- I'm evaluating the plugin "ITSM Success Dashboard indicators".
- So after install/update the following plugins: ITSM Success Dashboard indicators, Performance Analytics, Performance Analytics Base.
- When I go to the link Success Dashboard.
- None result is shown on Indicators for example "Self-solved deflections total" equals 0.
Steps to reproduce:
- All the "Performance Analytics jobs" were activated and runned at /now/success-dashboard-admin-console/pa-jobs-list
- But the Indicators regarding "Self-solved deflections" still all empty.
- Do you know if we have other way to configure the "ITSM Success Dashboard indicators"?
Screenshot:
[]'s
Andre

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-17-2024 05:28 AM
Hi Community,
I'd like to know if anyone has tip about this question to help me?
What I already checked:
- Activity Type: Viewed a knowledge article. I maintained the standard configuration. (ServiceNow Docs)
- Virtual Agent Designer: I updated the Components related to Deflection to match those in Documentation (ITSM VA Default, ITSM VA-Self-Resolving, ITSM VA-Triage & Created) and added the parameter "&referrer=va" to the "Link" Component. (ServiceNow Docs)
- Catalog Items: I updated the "Fulfillment automation level" field to "Fully automated." (ServiceNow Docs)
Thanks for you time!
[]'s
Andre

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
05-23-2024 05:28 AM - edited 05-23-2024 05:30 AM
Hello Community,
I'm looking for tips or advice on this question. Can anyone help?
Here's what I've already looked into:
- Plugins: I updated the following Success Dashboard Core, Success Dashboard Common
- Scheduled Data Collection: I updated the record [SSA] Self-Service Analytics Data Collection with a valid Run as (user), and execute again the job
Thank you for your time!
[]'s
Andre

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
06-06-2024 04:58 AM
Hello Community,
Even after installing plugins and executing necessary steps, deflection data is still not being captured.
If anyone has suggestions, feel free to share.
[]'s
Andre

- Mark as New
- Bookmark
- Subscribe
- Mute
- Subscribe to RSS Feed
- Permalink
- Report Inappropriate Content
07-09-2024 08:12 AM
Check that the Self-Service Analytics Core RCA is set Status = Allowed