How to create a report that will just show the first Response SLA attached to the incident?

mansigoel · ‎02-05-2025

Hi,

As per the requirement, we had made the retrospective start unticked in Response SLA. Now, I want the report of the incident SLA's (Response) which was first attached to the ticket.

Can someone help me in this?

Dr Atul G- LNG · ‎02-05-2025

Hi @mansigoel

Add condition

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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
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mansigoel · ‎02-05-2025

Hi Atul,

I want the first Response SLA attached as well irrespective of how many SLA's attach later in the ticket. How can we figure out that?

Dr Atul G- LNG · ‎02-05-2025

Hi @mansigoel

Do you have multiple Response SLAs on an incident? As a practice, we have 1 response SLA on 1 incident.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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mansigoel · ‎02-05-2025

Yes, we have customized it now - we are now having multiple Response SLA's whenever we are changing the assignment group - a new SLA is being attached.