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Description

-- The description on the Indicator Source "UserRole.CSAgent" , says "capture number of users having roles with customer service case agents" , this should be capturing users with role "sn_customerservice_agent" , however the condition on the Indicator source is following
"role is sn_esm_user AND User Active is true"

--This condition retrieves more users records than expected , as sn_esm_user is given to all CSM (External) users, this causes the issue on the customer instance
"Fetched too many rows from indicator source UserRole.CSAgent. Allowed: xxxxxxxx"

Steps to Reproduce

This indicator is Out of the box
https://<Instance Name>.service-now.com/nav_to.do?uri=pa_cubes.do?sys_id=4a2d6a11db303a009a04fd441d9619db

Workaround

The workaround  would be to change the "sn_esm_user" role to "sn_customerservice_agent" in the conditions of "UserRole.CSAgent" indicator source.


Related Problem: PRB1407319

Seen In

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Fixed In

Paris

Associated Community Threads

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Article Information

Last Updated:2020-06-03 00:42:49
Published:2020-05-30