Reports & Dashboards on SLA's

[_Samay]

Dear Team,

I need your help to build reports on SLA’s Compliance since we don’t have performance Analytics.

• % of tickets meeting response and resolution SLAs.
• % of tickets breaching SLA Ticket Status Breakdown Count of tickets by status (Open, In Progress, Closed)
• SLA Aging Tickets List of tickets approaching SLA breach (e.g., 3–4 days old, 8–9 days old)
• List of tickets already breached Average Response & Resolution Time Mean and median time to move to “In Progress” Mean and median time to closure Trend Over Time SLA compliance trends by week or month Filters Date range Assignment group Ticket category
• Please ensure SLA calculations are based on business days, excluding weekends and holidays.
• If possible, include drill-down capability to view ticket details from dashboard widgets.

Request you to please help me to prepare and build these reports.

Thanks,

[AndersBGS]

Hi @_Samay ,

so according to your general requirement, where do you get stuck? In general as you already stated, this would be straight forwarded with performance analytics.

[_Samay]

Hi @AndersBGS Thanks for your response. We don't have PA. 

[nityabans27]

Hi @_Samay ,

Here’s a structured way to approach your SLA Compliance reporting in ServiceNow without Performance Analytics, along with a table format for clarity. This will give you actionable steps to build reports and dashboards.

Report / Widget Description Key Metrics Filters / Notes

% Tickets Meeting SLA	Reports tickets that met Response or Resolution SLAs	% of tickets meeting SLA vs total tickets	Date range, Assignment group, Ticket category
% Tickets Breaching SLA	Reports tickets that breached SLAs	% breached SLA	Ticket status breakdown (Open, In Progress, Closed)
SLA Aging Tickets	Lists tickets approaching SLA breach	Tickets close to SLA breach (e.g., 3–4 days, 8–9 days old)	Date range, Assignment group, Ticket category
Tickets Already Breached	Lists tickets already past SLA	Tickets breached SLA	Status, Assignment group, Ticket category
Average Response & Resolution Time	Measures mean and median time	Mean/median time to move to “In Progress” or closure	Calculate using business hours (exclude weekends/holidays)
Trend Over Time	Shows SLA compliance trends	SLA compliance per week/month	Use chart widgets; filter by assignment group or ticket category
Drill-down Capability	Ability to click from dashboard to ticket list	Clickable widgets	Ensure “List” reports linked to widget so users can see ticket details