---
sourceDocument: Brazil ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/servicenow-platform

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Item diagnostic report

# Item diagnostic report {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Item diagnostic report

The Item Diagnostic Report helps ServiceNow customers assess the health and configuration of catalog items by identifying violations against ServiceNow recommended practices.
It provides a health score for each catalog item, where a lower score indicates better compliance and fewer issues.
This report enables customers to detect and correct problems early to maintain optimal performance and expected behavior in their service catalogs.
Show full answer Show less  

## Key Features

* **Health Score:** Measures the overall compliance of a catalog item with recommended practices. A score of 0 is ideal, with higher scores indicating more violations.
* **Diagnostic Result Entries:** Lists specific rules violated, the records involved, and the count of violations per rule.
* **Weighted Rules:** Each rule has a different importance, reflecting its potential impact on user experience and performance.
* **Default Diagnostic Rules:** Includes checks such as:
  * **checkUserCriteriaUsage:** Detects use of entitlements instead of user criteria.
  * **checkBalancedContainers:** Ensures container start and end variables are balanced.
  * **checkDuplicateVariables:** Identifies duplicate variable names within catalog items or variable sets.
  * **checkDOMManipulation:** Flags client scripts that manipulate the DOM, which is discouraged due to potential upgrade issues.
  * **checkLookupVariableRowCount:** Highlights lookup variables querying large tables that can slow load times.
  * **checkAJAX:** Lists AJAX calls in client scripts, noting that asynchronous calls can still cause UI delays.
  * **checkSelectBoxUnique:** Finds Select Box variables configured to show only unique entries.
  * **checkOrderGuideRuleBaseCount:** Flags order guides with many active rule bases, which can degrade performance.
  * **checkFormatterVariablesUsage:** Checks for use of Macro and UI Page variable types that affect channel availability.

## Practical Use

By running the Item Diagnostic Report, ServiceNow customers can:

* Identify catalog items that deviate from best practices.
* Prioritize remediation based on rule importance and impact.
* Improve catalog performance, user experience, and maintainability.
* Ensure smoother upgrades by avoiding unsupported customizations like DOM manipulation.

This report is essential for maintaining an efficient, user-friendly service catalog aligned with ServiceNow's standards.  
For a catalog item data and configuration, you can identify possible violations from the
ServiceNow recommended practices.

The item diagnostic report includes a score that measures the health of the item, and a list of
diagnostic result entries. These entries consist of a rule, a document (record that violates the
rule), and a count (the number of violations in the record).

Correct violations for best performance and to maintain expected behavior.

The lower the score, the better (0 is ideal). A higher score means that an item has more violations from the ServiceNow recommended practices. Each rule has a different weight and level of importance. For example, a violation of duplicate variables is more likely to result in user issues. An AJAX usage violation
is less likely to cause issues since the result could simply cause a delay in the UI.

## Default diagnostic rules {#c_ItemDiagnostic__section_qc1_yyx_ylb}

These diagnostic rules are designed according to ServiceNow recommended practices.  
{#c_ItemDiagnostic__table_zks_hbc_mv__entry__2}

| Rule | Description |
|-|-|
| checkUserCriteriaUsage | Identifies if the item is using entitlements instead of user criteria |
| checkBalancedContainers | Checks if the Container Start and Container End variables are balanced. |
| checkDuplicateVariables | Identifies variables with the same name associated to a catalog item (or an associated variable set). |
| checkDOMManipulation | Identifies any DOM violation in catalog client scripts. The DOM is not guaranteed to be the same between releases and can affect catalog client scripts during upgrades. Therefore, it is not recommended for customers to do any kind of DOM manipulation. You can view detailed information for each client script by clicking the information icon. |
| checkLookupVariableRowCount | Checks if the Lookup variable is run on tables with many records as it can lead to slower load times. |
| checkAJAX | Identifies all AJAX calls in catalog client scripts because, although AJAX calls in catalog client scripts are allowed, they must be asynchronous. All AJAX calls are listed because even asynchronous calls can cause some delay. You can view detailed information for each client script by clicking the information icon. |
| checkSelectBoxUnique | Identifies Select Box type variables that have the attribute enabled to show only unique entries in the select box. |
| checkOrderGuideRuleBaseCount | Checks for high number of active rule bases in an order guide as higher number of rule bases can lead to slower load times |
| checkFormatterVariablesUsage | Checks if the item has the following variable types: * Macro * Macro with label * UI Page {#c_ItemDiagnostic__ul_bp3_jyx_ylb} For information on the variable availability across various channels, see [Variable support in various channels](https://www.servicenow.com/docs/vqdq~tCjn1r5g9EsY_pl4w "Service Catalog variables are supported in various channels."). |
[Table 1. Default diagnostic rules]

{#c_ItemDiagnostic__table_zks_hbc_mv}
* **[Run the Item Diagnostic Results report](https://www.servicenow.com/docs/MPhvPxJMthWbpXePPFWOIA)**   
  Identify the catalog items that are not designed per ServiceNow recommended practices to run your catalog efficiently.