Dashboard Breakdown filter not working as expected

[Filip Vidakovic]

Hello everyone we are having issue with our dashboard that has the Task SLA Contracts breakdown filter.
Basically once selected it inserts the filter on the report (set on task_sla table) in the screenshot bellow as task.business_service.u_contract reference and this works but we are trying to change it to sla.u_contract.

As you can see from the screenshot we have 5 breakdowns and for the first three its ok but the last two are set on task_sla table and the Service.Contract was set on the field task.business_service.u_contract and the SLA.Contract on sla.u_contract (also reference).
We change the Service.Contract to match SLA.Contract but the filtering remains the same after checking it always takes the old value as a reference instead of the other.

We are not susre how to change this if we can get some indications that would be great.

Thanks.

[Abbas_5 · Accepted solution]

Hello @Filip Vidakovic,

The issue stems from how interactive filters and breakdowns are configured in ServiceNow. The dashboard is using the task.business_service.u_contract field as a reference for the filter, and changing it to sla.u_contract won't directly update the existing filter configuration. The solution involves updating the interactive filter reference to reflect the new field. 

Explanation:

1. 1. Interactive Filters:

   These allow users to select values that filter the underlying data in a report or dashboard.
2. 2. Breakdowns:

   These are used to group and visualize data within a dashboard based on a selected field.
3. 3. The Problem:

   When you change the field in the breakdown, it doesn't automatically update the existing interactive filter reference, which remains linked to the original field. 

Steps to Fix:

1. Identify the Interactive Filter: Locate the interactive filter in the dashboard that's associated with the "Task SLA Contracts breakdown".
2. Access Interactive Filter Configuration: Open the interactive filter and navigate to its "Interactive Filter References" section.
3. Update the Reference Field: Within the "Interactive Filter References", find the entry that corresponds to the "Service.Contract" breakdown.
4. Change the Reference: Update the "Reference Field" to sla.u_contract.
5. Save and Refresh: Save the changes to the interactive filter and refresh the dashboard. 

Additional Notes:

• Ensure the sla.u_contract field is correctly defined and visible within the report's context.
• You may need to adjust other settings within the breakdown source or mapping if the new field structure is different from the previous one.

By updating the interactive filter reference, the breakdown will now accurately use the sla.u_contract field for filtering.

If this is helpful, please hit the thumbs up button and accept the correct solution by referring to this solution in future it will be helpful to them.

Thanks & Regards,

Abbas Shaik