SLA breached tickets

[akin9]

Hello Exports,

We are facing the issue of SLA incidents , most of the "Group A" SLA breached incidents re assigned to "Group B".

But as per SLA report its under Group B, but its incorrect

Requirement.

1.How to track already SLA breached tickets, but its available on another assignment group / assigned to.

Please support to achieve. 

[AndersBGS]

Hi @akin9 ,

Take a look at the plugin "SLA breakdown definitions" - this might resolve your question: https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/service-level-...

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

Best regards

Anders

[akin9]

Hello @AndersBGS ,

Thanks for the quick reply!

I have taken the sla reports on "task_sla"  table.

1.How to track already SLA breached tickets, but its available on another assignment group / assigned to.

when ticket was breached? like

but 

[AndersBGS]

Hi @akin9 ,

Did you look into the plugin I send earlier: "SLA breakdown definitions" - this might resolve your question: https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/service-level-...

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

Best regards

Anders

[Community Alums]

Hi @akin9 

You can refer to the below video to understand how to build a report on Breached Incidents. You can also refer to the 'Stop Time' column to see the Actual Breach Time of the ticket. Let me know if you have further questions.