Help creating a report based on SLA

Snowman15 · 11 hours ago

Hi all,

I want to create a report based on SLA that shows average case resolution time for a set period e.g. weekly, or monthly, and breaking this down per account type, category etc.

Appreciate your help, Thanks

Dr Atul G- LNG · 11 hours ago

Hi @Snowman15

You can create a report on SLA, but if you want to view it based on category and case type, you’ll first need to create a database view—then build the report.

There is an OOTB (Out of the Box) DB view available. Review that first; you can copy the same and make some modifications for the case tables. The rest will remain the same.

https://INSTANCENAME.service-now.com/now/nav/ui/classic/params/target/sys_db_view.do%3Fsys_id%3D6414...

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AndersBGS · 8 hours ago

Hi @Snowman15 ,

Are we talking about incident, request fulfillment or in general? Do you have performance analytics available in your instance?

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

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

AndersBGS · 8 hours ago

Hi @Snowman15 ,

Perfect, and do you have performance analytics available or not?

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

Best regards
Anders

Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/

Snowman15 · 7 hours ago

@AndersBGS Yes