How to change the message displayed in an SOW applet when there is no data to report?

donrb5
Tera Contributor

yesterday

We have built a custom SOW interface using UI Builder. When an applet (set to visualization type donut) goes to collect data comes back with "no data", meaning there are no tickets with the selection criteria, the default message displayed indicating as much is actually larger than the applet box. This will invoke a scroll bar. At certain browser windows sizes, the applet will attempt adjusting the content of the No Data message making the text constantly adjust font size which toggles the scroll bar on/off creating a flashing effect.

donrb5_2-1767805667510.png

In the configuration settings for the applet is a section called Info messages there is a checkmark option called Set custom message when no data. When selected a Content field is displayed. We have set a value to display in the applet but the original message remains. 

 

donrb5_3-1767806301413.png

 

One of the applets did update once but after a log out/in, reverted to the same message as above.

Any assistance would be appreciated.

 

Adam Brody

 

 

 

0 Helpfuls
  • 301 Views
3 REPLIES 3

Itallo Brandão
Mega Guru

yesterday

Hi Adam,

This "flashing scrollbar" effect is a known annoyance when the "No Data" state content exceeds the widget's container height. The fact that your custom message setting works temporarily but reverts after a logout strongly suggests a Platform Defect or a JSON persistence issue in the UI Builder backend for this specific component version.

Here is the recommendation to resolve the immediate visual glitch and how to handle the defect:

1. The "Illustration" Workaround (Quickest Fix) Since the scrollbar toggles because the content (Text + Image) is too tall, the fastest way to stabilize the widget is to remove the image.

  • In the configuration panel, look for the Illustration dropdown.

  • Change it from "No data" (default) to "None".

  • Result: This removes the vector image, leaving only the text. This provides enough vertical whitespace to prevent the scrollbar from triggering/flashing, even if the text reverts to the long default message.

2. Addressing the Reverting Text Since the setting doesn't persist across sessions, this is likely not a configuration error on your part.

  • Check Known Errors: There have been similar reported regressions regarding "No Data" messages in recent SOW releases.

  • Open a Support Case: I recommend raising a case with ServiceNow Support. Cite that the "Custom message when no data" configuration is not persisting in the JSON after a session logout. This likely requires a patch or a store app update to fix.

Hope this helps you smooth out the UI in the meantime!

If this response helps you solve the issue, please mark it as Accepted Solution.
This helps the community grow and assists others in finding valid answers faster.

Best regards,
Brandão.

0 Helpfuls

donrb5
Tera Contributor
In response to Itallo Brandão

yesterday

Hello Itallo,

Thanks for the quick response.

One clarification, when I did make the change to the text that it accepted, the previous text content used the term "admin" in the sentence. When I logged out/in the new version contained the word "administrator". Almost as if it does not recognize anything that is entered in the comments box at all.

 

Unfortunately, there is no "none" selection available from the pulldown list. There was a "No illustration" option but it did not change a thing in the applet when selected. I tried all the options but the applet view with no results remains the same as above.

 

0 Helpfuls

Itallo Brandão
Mega Guru
In response to donrb5

yesterday

Hi Adam,

Thank you for testing that. Since the "No illustration" option is being completely ignored by the component and the text keeps reverting to a system default ("administrator") despite your changes, this confirms that the issue is not with your configuration.

It is a Platform Defect regarding how this specific version of the visualization component renders its empty state. It seems hard-coded to override local UI Builder settings.

Recommendation: Open a Support Case At this point, you cannot fix this from the front end. I strongly recommend opening a case on the ServiceNow Support (Hi) Portal.

To speed up their investigation, you can provide them with these exact technical details:

  1. Issue: Data Visualization component (Donut) ignores "No Illustration" configuration.

  2. Persistence Failure: Custom "No Data" message does not persist after session logout (reverts to default).

  3. UI Defect: The default message causes an infinite resize loop (flashing scrollbar) on standard viewports.

Since this is out of the box (OOB) functionality failing to work as designed, Support needs to flag this for a future patch or Store App update.

Sorry that we couldn't resolve it with a quick config change, but this definitely requires a backend fix.

If this response helps you solve the issue, please mark it as Accepted Solution.

Best regards,
Brandão.

0 Helpfuls