Our process analytics dashboard stopped updating after we switched from the test data source to production. The dashboard still shows old test data from three days ago, even though production workflows are actively running and generating new process instances.
I’ve tried refreshing the browser and clearing cache, but the dashboard remains stale. Here’s what I see in the data source configuration:
Data Source: production_workflow_db
Last Refresh: 2024-12-05 08:30:00
Status: Connected
The scheduled refresh is set to run every 6 hours, but it doesn’t seem to be executing. This is affecting our data accuracy for executive reporting. Is there a cache issue with the dashboard after switching data sources?
Check if the data source mapping is correctly configured for the production environment. Sometimes when you switch data sources, the field mappings don’t automatically update, especially if your test and production schemas have slight differences. Go to Process Analytics > Data Sources and verify that all required fields are properly mapped.
I suspect the issue is related to how ServiceNow handles data source transitions. When you switch data sources, the analytics engine creates a new cache partition but doesn’t always redirect existing dashboards to it. You might need to recreate the dashboard widgets pointing to the production data source explicitly rather than relying on the global data source switch.
Also verify that the scheduled job for dashboard refresh is actually running. Go to System Scheduler > Scheduled Jobs and find your analytics refresh job. Check the execution history - if it’s failing silently, you’ll see error messages there. Sometimes permission issues prevent the job from accessing the new data source even though the connection test passes.
This happened to us last month. The dashboard cache doesn’t automatically clear when you change data sources. You need to manually invalidate the cache. Navigate to System Properties > Process Analytics and look for the cache settings. There should be an option to clear the analytics cache or force a full refresh. After that, your scheduled refresh should start working again.