Report on ITASKs without an SLA Definition applied

Roberto D_Amato · ‎12-15-2023

Hi Experts,

Our Stakeholders noticed that many ITASKs do not have an SLA Definition applied to them.
Upon inspection we've noticed that those records have been created directly in State 'Closed Complete', therefore didn't match the SLA Definition conditions.

We tried to report against those records via "task_sla" Table ('Task Type IS Incident Task' / 'SLA Definition IS EMPTY'), however it doesn't give us any results.

Is there a way to fetch those records?
If a new database view is required, would you know how to properly configure it?

Thanks!
Roberto

Dr Atul G- LNG · ‎01-04-2024

Hi @Roberto D_Amato

Thanks for update and Happy New Year.

FOR DB

https://docs.servicenow.com/bundle/vancouver-platform-administration/page/use/reporting/task/t_Creat...

Also you can check OOTB DB to get an idea

The important point is where Clause.

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Dr. Atul G. - Learn N Grow Together
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View solution in original post

Dr Atul G- LNG · ‎12-15-2023

Hi @Roberto D_Amato

I am not 100% sure, but see if the metric will work here for you.

Change the table name and see if it fetch the old records and then make a filter on state and check.

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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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Roberto D_Amato · ‎12-15-2023

Thanks @Dr Atul G- LNG

Unfortunately it doesn't work.
I guess the most painful part of this is that "task_sla" table does not fetch those records (as it would list only those ITASKs with an SLA Definition).
I wonder if I can create a Database view that is fetching this data?

Dr Atul G- LNG · ‎12-15-2023

Hi @Roberto D_Amato

Did you try the metrics? on Itask table, hope it will solve issue else DB is only option left.

*************************************************************************************************************
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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Roberto D_Amato · ‎01-04-2024

Hi Atul,

Thanks for the suggestion, but I'm afraid the Metrics won't work for this scenario.
I'm happy to create a DB view, however I wouldn't be too sure on how to configure it.

Kind regards,
Roberto