"Total value" for Donut visualization not correct when reaching maximum number of group by elements - Known Error

"Total value" for Donut visualization not correct when reaching maximum number of group by elements Description In Platform Analytics Experience, when setting up a Donut Visualization with Show total value option enabled, the total value may not match the total number of records in the data sources when Group By is configured to "Show all" and the number of categories / group by elements exceeds 50 or a customer-defined maximum number of groups.

This issue happens because there is a maximum number of group by elements returned for data visualizations. By default, this is value is set to 50, but it can be customized via system property par_viz.table_data.max_groups (as documented: https://www.servicenow.com/docs/r/zurich/now-intelligence/data-visualization-properties.html ). This setting applies only to Table data sources.

The reasoning is that a visualization showing a large number of categories (50+) may not present actionable information in an easy to understand way. The "Show all" option is not designed for when there is a large number of group by elements. In those situations, we advise customers to set a specific maximum number of groups (e.g. 20), and activate the "Show Others" option.

Steps to Reproduce

In an Out of the Box instance:

1. Create a new Data Visualization (in All > Platform Analytics > Library > Data Visualizations).

2. Select "Donut" visualization type, and configure it as follows: - Datasource: Incident table - Group by: "Short Description" with Max number of groups "Show all" - In additional settings, check "Show total value".

3. Observe the total value in center of the donut, and click on it. Observe the list of records and the total number of records.

Expected: The total displayed in the donut visualization is an accurate count of records for the datasource. Clicking on it redirects to the Incident List with that same amount of records. Actual: The total displayed in the donut visualization is the count of records displayed in the visualization, which only shows the record count for a maximum of 50 categories by default. Clicking on it redirects to the Incident List without any filters, which shows a larger count of records.

Workaround Workaround 1:

Do not setup Max number of groups to "Show all". Instead, set it to a specific number of groups (like 20) and activate the option "Show Others". This should now record an accurate count of records.

Workaround 2:

Increase the maximum number for groups displayed for any Table-based Visualization. In order to do this, set system property par_viz.table_data.max_groups to a higher number that allows your visualization to show the total number of group bys.