Washington upgrade - single score widgets got error: Cannot generate the report. No matching records

[Victor Ni]

1. this user had no problem to access dashboard and widgets before serviceNow was upgraded to Washington.

2. after it was upgraded to Washington, he got issues with single core widgets while other colleagues had no issues.

3. we created same reports and added to a new dashboard, he had no problem to access them.

4. we tried different devices/browsers, same issue.

screenshot:

Could anyone help me with this issue? much appreciate!

[James Chun]

Hi @Victor Ni,

It's likely that the user doesn't have to the content due to report_view access control.

In the ACL, find a record where the operation value is report_view and see if the user passes the ACL.

For more details - https://docs.servicenow.com/bundle/washingtondc-now-intelligence/page/use/reporting/concept/report-v...

Cheers

[pbusch]

Hi Victor,

The cause of this issue is usually that the Display Zero option for that particular report is not selected and the current count value for the report is 0.

with that box-checked, now SN displays a real integer 0 [zero].