Troubleshooting Benchmarks errors

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

    This guide helps ServiceNow customers troubleshoot common errors encountered when setting up or running Benchmarks in the Xanadu release. It focuses on diagnosing data availability issues, API failures, and configuration problems that affect the display and accuracy of benchmark dashboards and scores.

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    Common Error Scenarios and Actions

    • No data in dashboard after opting in: This occurs if the six-month download REST API fails or there is a connection issue. Verify processing of the snbmclient.download.scores.6months event in the sysevent table.
    • No instance data shown for the last month: Often caused by Performance Analytics (PA) data collection or scorecard API failures. Check the indicator source conditions and ensure monthly historical data collection jobs are in the "Collected" state under Platform Analytics > Data Collector > Jobs.
    • No global or cohort benchmark scores for the last month: Can result from REST API failures or insufficient customer participation (minimum 10 customers per cohort required). Validate the snbmclient.download.scores event processing and cohort sizes.
    • Opt-in process fails: Typically due to authentication issues or unsupported instance types. Contact Customer Service and Support for resolution.
    • Incorrect or no KPI data in Benchmarks dashboard: Verify KPI definitions and conditions in Performance Analytics > Sources > Indicator Sources. Ensure at least 1-2 months (recommended 60 days) of aggregate monthly historical data is available.
    • No data in Percentile Rank list view: Occurs when viewing industries outside your participation or when cohorts lack sufficient customers (minimum 10). Confirm your industry inclusion and cohort sizes.
    • No data in Top Performer score: Happens if minimum historical KPI data is unavailable. Ensure 1-2 months of aggregate monthly KPI data exists, with 60 days recommended.

    Practical Benefits

    By following these troubleshooting steps, customers can quickly identify data and configuration issues impacting Benchmarks dashboards and scores. This ensures accurate performance insights, reliable benchmarking, and smoother opt-in experiences, enabling better data-driven decision-making.

    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.