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

sunilpjohny · 3 weeks ago

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)

Schaganti · 3 weeks ago

Hi @sunilpjohny,

There is no dedicated OOB KPI for 'Average SLA Duration for HR Cases' in the legacy HR application — this is a known gap. The richer PA content (including average resolution time indicators) is available in the Scoped HRSD module (sn_hr_core), but won't directly apply to your legacy hr_case table.

For your use case, the recommended approach is to build a custom PA Indicator on the task_sla table:

• Table: task_sla
• Filter: SLA table = hr_case + Stage = Completed + Case state = Resolved or Closed
• Aggregate: Average of business_duration (or actual_elapsed_time for wall-clock time)
• Breakdown sources: HR Service, Assignment Group
• Score type: Average

This gives you the bar chart with grouping options you need, and because PA collects data on a schedule (not live), it avoids the performance issues you're hitting with direct queries on 5M+ records.

Key fields to use:
- task_sla.business_duration – SLA duration in business hours
- task_sla.actual_elapsed_time – wall-clock duration
- task_sla.sla.table – filter specifically to hr_case

If live reporting is needed as an interim, consider a scheduled report off-hours writing to a summary table, then surfacing that in your PA dashboard widget.

Hope this helps!

Kohei Tominaga1 · 3 weeks 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.