Can’t View CSM KPI Scores in Domain-Separated Instance – Only Visible in Global

SEAdminKS
Tera Contributor

‎06-16-2025 01:10 PM

We’re running into a major issue with Performance Analytics in a domain-separated instance (Xanadu). Our CSM cases live in external customer domains, and while we see ITSM/Agile KPIs fine in our internal domain, we can’t see any CSM case-based KPI scores unless we switch to the Global domain.

What’s working:

  • Score collection jobs are running successfully (60K+ scores/day).

  • Scores show correctly when we switch to Global.

  • Internal metrics work fine in internal domains.

What’s not working:

  • No case KPI scores are visible in internal or external domains, even as admin.

  • Dashboards built in the internal domain show no data for CSM indicators.

  • Indicators and sources live in Global.

  • Tried recreating indicators in domain scope, changing run-as user, and adding com.snc.pa.show_score_visibility=true — no effect.

Tried scripts against pa_scores and pa_scores_aggregate from non-global domains — no results.

Temporary idea: Force users into Global on certain pages to view data, show a warning banner, then return them to their normal domain after timeout or logout. Not ideal.

Key question:
Has anyone found a reliable way to view CSM KPI data across domains without requiring users to switch to Global?

Looking for any working examples or official guidance for domain-separated Performance Analytics in customer service scenarios.

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SEAdminKS
Tera Contributor

‎06-18-2025 06:20 AM

Link to my other post with more details: also bump Domain separation and PA score visibility - ServiceNow Community

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