Average SLA Duration for HR Cases - is there an OOB widget or KPI available ?

sunilpjohny
Giga Contributor

4 hours ago

Average SLA Duration for HR Cases - is there an OOB widget or KPI available ?

Use case - Ticket volume is <5M records

Requirement - PA dashboard - Bar chart showing the average SLA duration for closed or resolved HR cases., grouped by available options ( As a  user I want to see the average SLA duration for specif HR Service or Assignment group)
Issue - Using legacy hr application not scoped version-performance issue when tried pulling an HR cases= resolved or closed and group them. 

Question - Is there any OOB KPI available that can use to get the Average SLA duration ( may need to configure the period for which the data is needed) 

 

 

 

 

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Kohei Tominaga1
Kilo Sage

9m ago

Hi, @sunilpjohny 

There is no OOTB KPI that directly provides the Average SLA Duration for HR cases.
ServiceNow does provide an indicator called “Average age of closed cases”, but this metric is calculated from opened_at → closed_at and does not respect the SLA schedule or any SLA-specific calendars. In other words, it uses a simple 24×7 time difference, so it cannot be used as an SLA Duration KPI.
 
I recommend to measure SLA compliance rather than SLA duration overrun/underrun. SLA is designed as a target threshold, so the key business question usually becomes “Did we meet the SLA?”, not “By how many hours did we exceed it?”.
If your goal is to measure SLA compliance, you can do this OOTB with the indicator source HR.Case.SLA.Closed.
For example, using a filter such as:
SLA < 100 AND transfereed to is empty
will give you the number of cases that met SLA (i.e., completed within the defined SLA timeline).
 
If you need a true SLA duration metric (respecting business calendars), that would require a complicated custom PA indicator because such a KPI is not provided out of the box.
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