SLA report

[Garvit1]

Hi Team, 

My management has requested to create a SLA report from the day of incident created till resolution. kindly let me know the filter i can apply and show to the management. If possible how can i add the percentage also. 

Regards,
Garvit 

[Dr Atul G- LNG]

Hi @Garvit1 

You can create a report on the Task SLA table, which provides a lot of useful information such as breach status, breach time, original state, start date, and more.

You can build different types of reports on the Task SLA table and present them based on the manager's requirements. This approach gives you detailed SLA visibility without needing additional customization.

https://www.servicenow.com/docs/r/xanadu/it-service-management/service-level-management/r_TaskSLATab...

Field	Description
Start time	The time the SLA was started.
Stop time	The time the SLA ended.
Breach time	The time the SLA will breach, adjusted for business pause duration (for task SLAs with a schedule specified) or pause duration (for task SLAs with no schedule). Note: Breach time is the same as Planned end time.
Actual Elapsed Time	Time between start time and now (minus pause duration).
Actual Elapsed Percentage	Percentage of total SLA that has elapsed (minus pause duration).
Actual Time Left	Time remaining until SLA breach.
Business Elapsed Time	Time within the specified schedule between start time and now (minus pause duration).
Business Elapsed Percentage	Percentage of total SLA that has elapsed within the specified schedule (minus pause duration).
Business Time Left	Time within the schedule remaining until SLA breach.
Original breach time	The date/time the SLA would breach, as calculated when the SLA is first attached. Note: You may have to configure the form to see this field.

[Garvit1]

Hi @Dr Atul G- LNG if i want to show in a tabular form like true/false how can i show that it is currently in a list view. 

Regards,

Garvit 

[Dr Atul G- LNG]

Yes, you can create a report or trend report and group it by “Breached.”

This will let you visualize SLA performance over time and easily identify how many records are breaching versus not breaching.

Try these type report.

[Tanushree Maiti]

Hi @Garvit1 

To monitor incident response and resolution performance, report against the Task SLA [task_sla] table, as it records the precise start, pause, and completion timestamps for both initial response and final resolution, enabling accurate measurement against defined SLA targets.

Refer:

https://www.youtube.com/watch?v=MG-pTTu_bns

https://www.youtube.com/watch?v=L-tXSATrtKU

https://www.youtube.com/watch?v=jGZh2qqUR70