Case Reporting

[Jason116]

I need some assistance on creating some reports for the following (standard reports not PA) against our cases.

Reprt 1:

- Mean time to respond

Report 2:

- Cases that have breached SLA

- Cases that have almost breached SLA

[AndersBGS]

Hi @Jason116 ,

the only report you can create in ServiceNow without PA is the cases that have breached SLA. 

For the report where almost breached SLA - what does this mean? Almost? What do you want to see?

for the MTTR you need PA - not posssible without.

if my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Jason116]

Sorry forget about 'almost'.

So how would the breached report look at SLA is on a different table tham case right?

Also re the MTTR i see that there is a OOTB report "On-Call: Mean Time to Acknowledge - 7 days" something along these lines could not be done for case?