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Benchmarks troubleshooting

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Benchmarks troubleshooting

Troubleshooting actions can help resolve common issues 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 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.
No global data in dashboard for the last month. The download REST API failed or there is a connection failure. Verify in the sysevent table that sn_bm_client.download.scores event is processed.
Opt-in process fails. Authentication failed or the instance type is not supported. Benchmarks is not supported for:
  • Non-production instances
  • Express customers
  • Federal customers
  • Customers with on-premise instances
  • Managed Service Providers (MSPs) and MSP-managed instances

If the opt-in process fails for a supported environment, contact ServiceNow support team.

Incorrect or no KPI data in the Benchmarks dashboard. KPI condition configuration. Verify the KPI definition and conditions in Performance Analytics > Sources > Indicator Sources.
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