Incident report query?

[Shantharao]

Hi All,
I want to create "% of Incidents Closed within SLA" timelines
Please provide your valuable input on this PA report creation
Thanks

[Riya Verma]

Hi @Shantharao 

Hope you are diong great.

To create a "% of Incidents Closed within SLA" report in ServiceNow, follow these steps:

1. Go to the main menu and search for "Performance Analytics" or locate it in the navigation panel.
2. Click on "Indicators" and then "New". Choose the table (likely 'Incident') and define the indicator. In this case, it could be "Incidents Closed within SLA".
3. Specify the conditions for incidents closed within SLA. This might involve setting a condition like closed_at is less than sla_due.
4. Determine how you want to break down the data. This could be by assignment group, priority, or any other relevant field.
5. If needed, click on "Breakdowns" and then "New" to define a new breakdown.
6. Go to "Time Series" and select the appropriate time period (e.g., weekly, monthly) for the report.
7. Once everything is configured, save the indicator.
8. Navigate to "Reports" and click on "New". Select the indicator you just created.
9. Define the report parameters, such as the time frame and breakdowns.
10. Save the report and review it to ensure it provides the desired information.

[AndersBGS]

Hi @Shantharao ,

Create one automated indicator based on the incident_sla table, where breached is false. 

Create one automated indicator based on the incident_sla table without conditions 

Create one formula indicators based on the above automated indicators to calculate the percentage calculation.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders