SLA report based on Incident number for last one month

[JeevithaD]

Hi,

I want to create a SLA report where it shows Actual elapsed percentage for a particular incident over a period of month.

X axis needs to incident number and Y axis needs to be actual elapsed percentage, also I want group by option based on assigned to, priority and assignment group.

[Simran Gadodiya]

Hi @JeevithaD 

Hope below mentioned articles will help you out.

https://www.servicenow.com/community/itsm-forum/slas-and-reporting/m-p/685879

https://www.servicenow.com/community/performance-analytics-blog/how-to-create-report-on-achieved-vs-...

Thanks.

[Vaishnavi Lathk]

Hello,

To create an SLA report in ServiceNow that shows the actual elapsed percentage for a particular incident over a month with an X-axis of incident numbers and a Y-axis of actual elapsed percentage, and the ability to group by assigned to, priority, and assignment group, you can follow these steps:

Step 1: Create a New Report

1. Navigate to Reports:

   • In the application navigator, type "Reports" and click on "View / Run" under "Reports".

2. Create a New Report:

   • Click on the "Create a report" button.

Step 2: Select the Data Source

1. Choose the Table:
   • Select the task_sla table, which contains the SLA data.

Step 3: Configure the Report

1. Set the Report Name and Description:

   • Provide a name for your report, such as "Incident SLA Elapsed Percentage Report".

2. Filter the Data:

   • Set up the filter conditions to include only SLAs related to Incidents and within the last month:
     • Table: task_sla
     • Conditions:
       • Task type is Incident
       • Start time is Last month (You can set this using the date filter options)
       • SLA Stage is In Progress (or any other relevant stage)

Step 4: Configure the Visualization

1. Select the Visualization Type:

   • Choose the "Bar Chart" visualization.

2. Configure the X-Axis:

   • Set the X-axis to be the Incident Number (task.number).

3. Configure the Y-Axis:

   • Set the Y-axis to be the Actual elapsed percentage (percentage).

Step 5: Group and Aggregate Data

1. Group By:
   • Set the "Group By" options to:
     • Assigned to
     • Priority
     • Assignment group

Step 6: Add Additional Fields (Optional)

1. Select Additional Fields to Display:
   • Add any additional fields you want to display in the report such as Incident Number, Assigned to, Priority, Assignment group, etc.

Step 7: Save and Run the Report

1. Save the Report:

   • Click on the "Save" button to save your report configuration.

2. Run the Report:

   • Click on the "Run" button to generate the report.

Regards,

Vaishnavi Lathkar

[JeevithaD]

Hi,

Step 2: Select the Data Source

Is this data source or table? If its data source should i need to create new one?