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

saahilkumar · ‎12-07-2016

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

Chuck Tomasi · ‎12-07-2016

Take a look at the task_sla table. Filtering on the data requires dot-walking to get the Task.Assigned To field, but that's pretty easy.

Example:

Table: Task SLA

Filter: Task.Assigned To | is (dynamic) | Me and

Stage | is | Breached and

Breach time | on | This Month

Reference:

Dot-Walking - Servicenow Wiki

View solution in original post

saahilkumar · ‎12-07-2016

Hi Chuck,

Could you assist with this, How can a report be pulled to show the individual SLA(breached/achieved) for all the resolver groups that worked on the ticket.

Thanks in advance

Chuck Tomasi · ‎12-07-2016

Do you have SLAs set up for each of those groups? That way you get an SLA for each group as they start/stop working on an specific task. Without that data, there's no way to generate a report throughout the lifecycle of the task.

http://wiki.servicenow.com/index.php?title=Service_Level_Agreements

saahilkumar · ‎12-07-2016

Hi Mark,

Thanks a lot, I dint realize that.

We do have scenarios where a ticket toggles between different resolver groups, Infact 1 or more group might also have their respective SLA breached before they reassign it to somebody else. In such a case, how should we pull a report that specifies

1. whether the ticket has really breached or not ( Because to a layman it would appear since the SLA for 1 group has breached, the entire ticket may be considered as breached )

2. how can we create a report to show the individual SLA status(achieved/breached) for all the resolver groups that worked on a particular ticket. This would give us a picture which group had their SLA breached

Thanks in advance