Troubleshooting Benchmarks errors

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

    This guide helps ServiceNow customers identify and resolve common issues encountered when setting up or running Benchmarks in the Yokohama release. It focuses on troubleshooting data errors that affect dashboard visibility, data collection, and score generation.

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    Common Data Error Scenarios and Actions

    • No data in dashboard after opting in: This can result from a failed download REST API for six months or connection failure. Verify the event snbmclient.download.scores.6months is processed in the sysevent table.
    • No instance data for the last month: Caused by Performance Analytics (PA) data collection or scorecards API failure. Check KPI indicator source conditions and ensure historical data collection jobs for the KPI have a state of Collected in Platform Analytics > Data Collector > Jobs.
    • No global or cohort benchmark scores for the last month: May be due to download REST API failure or insufficient customer participation (minimum 10 customers per cohort). Verify the event snbmclient.download.scores is processed and cohort participation meets minimum requirements.
    • Opt-in process failure: Typically caused by authentication failure or unsupported instance type. Contact Customer Service and Support for assistance.
    • Incorrect or missing KPI data in Benchmarks dashboard: Check KPI definitions and conditions in Performance Analytics > Sources > Indicator Sources. Ensure at least one to two months (recommended 60 days) of aggregated historical KPI data is available.
    • No data in Percentile Rank list view: Occurs if viewing an industry outside your cohort or if insufficient cohort participation exists. Confirm your industry inclusion and that cohorts have at least 10 customers.
    • No data in Top Performer score: Happens when minimum historical KPI data is unavailable. Confirm availability of one to two months of aggregated monthly KPI data (recommended 60 days).

    Practical Implications

    Following these verification steps ensures accurate and complete data is available in Benchmarks dashboards, enabling reliable performance insights and comparisons. Monitoring event processing, data collection job statuses, cohort participation thresholds, and KPI data sufficiency are key to maintaining Benchmark data integrity.

    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.