Troubleshooting Benchmarks errors

  • Release version: Washingtondc
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Troubleshooting Benchmarks errors

    This guide assists ServiceNow customers in troubleshooting common errors encountered during the setup or operation of Benchmarks within IT Service Management. The focus is on ensuring accurate data representation in dashboards and resolving issues effectively.

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    Key Features

    • No data in dashboard after opting in: Check the sysevent table for the processing of the snbmclient.download.scores.6months event, as a failed download REST API or connection issues may be the cause.
    • No instance data for the last month: Verify the correctness of the indicator source conditions and ensure that the historical data for the last month is collected by reviewing the Job Logs in Platform Analytics.
    • No global or cohort benchmark scores: Insufficient customer participation may hinder score generation. Ensure that each cohort has a minimum of 10 participating customers and check for event processing in the sysevent table.
    • Opt-in process fails: Contact Customer Service and Support for assistance if authentication fails or the instance type is unsupported.
    • Incorrect or no KPI data: Ensure that at least one to two months of aggregate monthly historical data for KPIs is available and verify KPI definitions in the Performance Analytics section.
    • No data in Percentile Rank list view: Verify participation in the correct industry and ensure sufficient cohort participation to generate scores.
    • No data in Top Performer score: Confirm that the minimum historical data scores for KPIs are available to avoid N/A results.

    Key Outcomes

    By following the outlined troubleshooting steps, ServiceNow customers can effectively diagnose and resolve issues related to Benchmark errors, ensuring that their dashboards accurately reflect performance metrics and scores. This leads to improved decision-making based on reliable data insights.

    Troubleshoot and resolve common errors when setting up or running Benchmarks.

    Table 1. Data Error Scenarios
    Scenario Reason Action
    No data in dashboard after opting in. The download REST API for six months failed or there is a connection failure. Verify in the sysevent table that the sn_bm_client.download.scores.6months event is processed.
    No instance data is shown in the dashboard for the last month. PA data collection or scorecards API failure.
    • Make sure the condition in the indicator source, script field in the indicator, and additional conditions in the indicator are correct.
    • Verify that historical data of the last month for the KPI is collected.
      1. Navigate to Platform Analytics > Data Collector > Jobs.
      2. Find and open the historical data collection job for the KPI.
      3. Navigate to the Job Logs related list.
      4. Make sure that the state for the historical data collection job is Collected.
    No global or cohort benchmark scores in dashboard for the last month.
    • The download REST API failed or there is a connection failure.
    • The minimum data required to generate global or cohort scores for a KPI isn't available due to insufficient customer participation in a cohort or peer group segment.
    • Verify in the sysevent table that the sn_bm_client.download.scores event is processed.
    • Make sure that each cohort has a minimum of 10 participating customers.
    Opt-in process fails. Authentication failed or the instance type is not supported. Contact Customer Service and Support team.
    Incorrect or no KPI data in the Benchmarks dashboard.
    • KPI condition configuration
    • The minimum historical data scores for KPIs are not available.
    • Verify the KPI definition and conditions in Performance Analytics > Sources > Indicator Sources.
    • Make sure that a minimum of one to two months of aggregate monthly historical data for a KPI is available. The recommended time interval is 60 days.
    No data in Percentile Rank list view. Percentile Rank shows N/A due to the following reasons.
    • You are viewing an industry that you are not a part of.
    • The minimum data required to generate global or cohort scores for a KPI isn't available due to insufficient customer participation in a cohort or peer group segment.
    • View the industry in which your scores are included.
    • Make sure that each cohort has a minimum of 10 participating customers.
    No data in Top Performer score. Top Performer score shows N/A if the minimum historical data scores for KPIs are not available. Make sure that a minimum of one to two months of aggregate monthly historical data for a KPI is available. The recommended time interval is 60 days.