Resolution SLA

[tushar17012]

How can i create report for Resolution SLA of incident task type and CataLog task?

[Tony Chatfield1]

Hi, you could run a report on the task_sla table, where the task.type is one of your task types.

[Tai Vu]

Hi @tushar17012 

You can find all the SLAs data in the Task SLA [task_sla] table. Just be aware that this table will contains for all the Task Type, it might be storing huge amount of data.

There're 2 Database Views you can look into.

1. Incident Resolution SLA 

Name: Incident SLAs [incident_sla] 

URL: https://<instance_name>/incident_sla_list.do

2. Catalog Task SLA 

Name: Catalog Task SLAs [sc_task_sla]

URL: https://<instance_name>/sc_task_sla_list.do

Let me know if it works for you.

Cheers,

Tai Vu

[Harish Bainsla]

1. Navigate to Reporting:

   Log in to your ServiceNow instance, and navigate to the reporting module. This can often be found under the "Reports" or "Service Analytics" section, depending on your instance's configuration.

2. Create a New Report:

   • Click on "Create" or "New Report" to start creating a new report.
   • Select the type of report you want to create, typically either a "List" or "Time Series" report, depending on the specific information you want to present.

3. Choose Data Source:

   • Select the table that contains the relevant data. For Incident Task types, you'll typically use the "incident_task" table, and for Catalog Tasks, you'll use the "sc_task" table.

4. Set Filters:

   • Define the filters to specify the types of tasks you want to include in your report. For Incident Task types, you might filter by task type (e.g., "incident") and the Resolution SLA field. For Catalog Tasks, you can filter by task type (e.g., "sc_task") and the Resolution SLA field.

5. Select Columns:

   • Choose the columns you want to display in your report. For Resolution SLA reporting, you'll typically include columns such as "Task Number," "Short Description," "Assigned To," "Resolution SLA Due Date," "Resolution SLA Actual End," and any other relevant fields.

6. Group and Sort:

   • You can group and sort the data as needed. For example, you can group by "Assigned To" to see SLAs for each assignee.

7. Save and Run Report:

   • Give your report a name and save it.
   • Run the report to generate the data.

[AndersBGS]

Hi @tushar17012 ,

You can create a report through the report designer based on task_sla table with your specified conditions. This will give you the report that you're looking for.

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

best regards

Anders