Very specific reporting for SLA

[Snehal13]

I have 2 groups A and B

Imagine that Group A is working on a incident ticket for 94 % until breach time and then they move it to the group B. Now if the SLA breach happens, it shows Group B as the culprit. 

Can we have a reporting to show per tickets how much time each group spent so it is clear. I am using metrics but unable to understand the filters to apply

[AndersBGS]

Hi @Snehal13 ,

you should utilize sla_breakdown_by_assignment table. If not installed on your instance, then you can pick it up for free. This will give you the overview that you're looking for as shown below:

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

Best regards

Anders

[Snehal13]

I am referring to this article - https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0751559

is 'sla_breakdown_by_assignment' table part of the same or something else ?

[AndersBGS]

Hi @Snehal13 ,

Have you looked at the articles in the end which also refers to the same as I have mentioned:

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

Best regards

Anders