SLA Breach Scoring

[Brian Sorensen]

Ok, so here is an odd one that we are looking to create a custom scoring metric for.

Here is the basic idea.

When an incident is flipped to closed, we want to interject a score we have predetermined based on the SLA percentage of Business time

So the idea is 

if the percentage passed is under 25% - 5 points

26-50% - 4 points

51-75% - 3 points

76-100% - 2 points

Breached - 1 point

My initial thought was to use a flow to do this, but open to ideas on what you think

[Nikhil Bajaj9]

Hi @Brian Sorensen ,

If you want to save these scores to any table based on SLA percentage, i think you should go with BUsiness Rule. Pick data from SLA table and save the scores in custom table or by adding one extra field in SLA table.

Regards,

Nikhil Bajaj

[Dr Atul G- LNG]

Hi @Brian Sorensen 

We didn't do exactly the same, but something similar, where the customer wanted to display a value (like a bracketed score) based on the SLA status, either in a warning or action-needed format.

Here’s a possible approach:

1. Create a new field – This field will store the computed score or value.

2. Create a Business Rule – This rule should run and check the SLA’s elapsed time. If you want to display this score on the Incident table, you’ll need to use a database view to access SLA-related data.

3. Alternative approach (if not showing on Incident table) – You can simply create a Business Rule that runs in the background, checks the SLA’s elapsed time, and sets the value accordingly (without needing to display it directly on the Incident table).

[Mark Manders]

The best solution is already given (just translate the business elapsed time to a value and store that either on the SLA record itself, or on the task record it runs on). That can be simply done by either a BR or a Flow, triggered on closure of the task.

The real question is: what are you going to do with this? Is this some kind of gamification? Is this some kind of scoring that needs to be reported on, and if so: how? Because the answer to this will determine the best way to resolve it (and where to store it).

[Brian Sorensen]

Hi @Mark Manders 
The idea is that our Director wants to use this as part of the KPI's on a monthly basis to and for some internal competitiveness on the team.  
We want to give them goals to reach and then try and exceed to help with their performance based metrics for the fiscal reviews.

so I think what @Dr Atul G- LNG suggested makes the most sense and I am curious how we can display this?

right now I am just exporting task_sla to excel then looking at the business % and using the if 25% or less - 5 points, 26-50 - 4 points

I just don't know how to display it in ServiceNow