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

Andre Moreira1
Kilo Sage

‎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:

AndreMoreira1_0-1715948497717.png

 

[]'s

Andre

 

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4 REPLIES 4

Andre Moreira1
Kilo Sage

‎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

0 Helpfuls

Andre Moreira1
Kilo Sage

‎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

0 Helpfuls

Andre Moreira1
Kilo Sage

‎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

0 Helpfuls

David Neustadt1
Tera Contributor

‎07-09-2024 08:12 AM

Check that the Self-Service Analytics Core RCA is set Status = Allowed