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Help creating a report based on SLA

Snowman15
Tera Expert

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

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7 REPLIES 7

Snowman15
Tera Expert

8 hours ago

Hi @AndersBGS @Dr Atul G- LNG It's for cases not incidents. Thank you

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to Snowman15

7 hours ago

Hi @Snowman15 

You need to configure DB view in SLA and case table mate.

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Dr. Atul G. - Learn N Grow Together
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nityabans27
Giga Guru

7 hours ago

Hi @Snowman15,

Use the Task SLA [task_sla] table — this is where ServiceNow tracks SLA metrics for cases, incidents, etc.
You’ll focus on records where:

  • Stage = Completed

  • Has breached or Business elapsed time fields are populated

This table has the duration or business_duration field you can use to calculate average resolution time.

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