Help creating a report based on SLA

[Snowman15]

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

[Snowman15]

@AndersBGS Yes

[Snowman15]

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

[Dr Atul - LNG]

Hi @Snowman15 

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

[NityaB161013953]

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.