Case Report/Field to Provide information on SLA planned end time

[markdart]

I am looking to provide a field on a report showing the Cases resolve by Date but from this column chooser In reporting I dont have access to SLA or Task to be able to drill down and get planned end time field from the SLA. This is most likely because there could be more than one record. Looking for suggestions to be able to present this information. Would I need to create a view to use on the report? This information would also be good to see on the Case form and List view ideally.

[Bhimashankar H]

Hi @markdart ,

When building reports in servicenow for cases resolved by date you often won't be able to add the SLA fields. For this you can create database view to add your reports. You can use or take the references from incident_sla database view joining incident and sla table effectively. 

You can use these database view to build you reports with appropriate filter conditions.

For list and form display, use a custom field populated by script/flow/business rule if you need specific SLA attributes inline with Case data. Keep the Task SLAs related list on the Case form for full, per-SLA detail exposure.

Thanks,
Bhimashankar H

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[Swapna Abburi · Accepted solution]

Hi @markdart 

As SLA mapped to the case is stored in task_sla table, try to configure report on task_sla table instead of Case table.

If you are looking for specific fields on case table then you need to create a database view of task_sla and customer case tables