How to pull a report of breached tickets for the current month

[saahilkumar]

Hi All

I wish to pull a report of breached tickets(Incident and Request) that were assigned to me for the current month. Please how can I pull the report, which table can be used for this?

Thanks in advance

[saahilkumar]

Hi Chuck,

thanks for the revert. However, I meant was, that the field "Breach time " is not appearing for me to select it , instead I could see another option " Has breached".

However, as you suggested I need to select { Breach time | on | This Month } to be able to pull out a report of tickets breached in the current month

[Chuck Tomasi]

What version of ServiceNow are you using? I just checked a Geneva instance... it's there. Hopefully nobody deleted it on you. Can you check the table configuration for task_sla and ensure the field still exists? It could be an ACL issue otherwise that is preventing you from reading from that field.

[saahilkumar]

Hi Chuck

Thanks for the help

I am using Fuji version where the field wasn't available. But the same is available in Helsinki(checked in developer instance)

Thanks

Ranjan

[Marc A Love]

Something to take note of on reporting SLA Breaches....

Let's say the ServiceDesk is assigned a ticket...they BREACH the SLA and then assign the ticket to the Network group that should handle it.   If you run the report of who breached it AFTER it has been reassigned, it will show that the NETWORK group breached the ticket, not the ServiceDesk.   We created a few additional fields (hidden) that get updated via the SLA workflow to capture the actual Breaching Group (and person if applicable) when it happens...reporting is much more accurate this way.

Just an FYI.

[Chuck Tomasi]

Another way to solve this is to have the SLA stop or pause when it's no longer assigned to that group. You have an SLA for the service desk and another for the network team. You can have multiple SLAs running at any given time even when the incident (or other task) is still opened.