If an account has no health assigned, where do I find the culprit that's blocking this? Answered

Kelly Bossinade

We're currently testing Totango and have added a set of accounts to test. We built out the health score, and the profiles show correctly that all accounts are being picked up:

But none of the accounts have a health score assigned:

Where do we find what's blocking them from showing up the health scores? There is literally no explanation anywhere to troubleshoot this. Even after multiple days of recalculating the health score, nothing appears:

It must be one trivial thing, but if there is no documentation on how to troubleshoot this, how will we be able to find out what's stopping the system from displaying the health?




  • Comment author
    Kristin Lisson Keeper of positive, active, and healthy conversations. Community moderator Totango Chef
    • Edited
    • Official comment

    Excellent advice, Sean. Kelly, I'm sorry to hear about your frustrating experience. We've added documentation to add best practices for resolving "unknown health." https://support.totango.com/hc/en-us/articles/202301749-Best-practices-for-designing-health-profiles#01GPRWYAXKKHT0N5JR1ZSYXYWJ

  • Comment author
    Sean Maguire

    Kelly - I'm not part of the Totango team and it's entirely possible I'm mistaken, but my initial hypothesis upon looking at your post is that those 21 accounts for some reason don't meet any of the 5 Account Type criteria you've set in the Health Designer.

    Consider checking if the Account Type for those 21 has been populated or is null. If values do exist, confirm they fall within the Enterprise, Large, Medium, Smal, or XS set of configured possibilities. 



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