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 

[vaishali231]

Hey @Garvit1 

The best approach for this requirement is to create the report using the Task SLA [task_sla] table rather than the Incident table. Task SLA contains the actual SLA tracking information, including breach status, elapsed percentage, and completion details, making it more suitable for management reporting.

Create the Report

1. Navigate to Reports > Create New.

2. Select Table: Task SLA [task_sla].

3. Choose Report Type: List (for a tabular view).

Apply the Following Filters

Field Operator Value

Task > Class	is	Incident
SLA Definition	is	Your Incident Resolution SLA
Stage	is	Completed
Task > Opened at	on or after	Desired date range

You can also add additional filters such as Assignment Group, Priority, or Business Service depending on management requirements.

Recommended Columns

Include the following fields in the report layout:

1. Task.Number (Incident Number)

2. Task.Short Description

3. Task.Opened At (Created Date)

4. Task.Resolved At (Resolved Date)

5. Business Duration

6. Duration

7. Business Elapsed Percentage

8. Has Breached

This provides a complete view of the incident lifecycle from creation through resolution along with SLA performance.

Showing SLA Met as True/False

The Has Breached field already provides a boolean indicator:

• Has Breached = False → SLA Met

• Has Breached = True → SLA Breached

For a more management-friendly report, you can relabel the column as SLA Met:

Has Breached SLA Met

False	True
True	False

This clearly indicates whether each incident met its SLA target.

Showing SLA Percentage

The Business Elapsed Percentage field can be added directly to the report.

Example:

Incident SLA Used %

INC0012345	89%
INC0012346	120%

Values above 100% typically indicate the SLA target was exceeded and the SLA breached.

Management-Level SLA Compliance Percentage

If management wants an overall compliance percentage such as "92% of incidents met SLA":

1. Create another report on Task SLA.

2. Apply the same filters.

3. Group By: Has Breached.

4. Aggregation: Count.

Example:

Has Breached Count

False	920
True	80

Compliance Formula:

SLA Compliance % = (SLAs Met / Total SLAs) × 100

Example:

(920 / 1000) × 100 = 92%

This KPI can be displayed as a Single Score, Gauge, or Dashboard Widget for management visibility.

Sample Management Report

Incident Created Resolved SLA Duration SLA Used % SLA Met

INC0012345	01-Jun-2026 09:10	01-Jun-2026 12:45	3h 35m	89%	True
INC0012346	01-Jun-2026 10:20	01-Jun-2026 18:30	8h 10m	120%	False

Best Practice

For SLA compliance reporting, always use the Task SLA table rather than the Incident table. It accurately accounts for SLA definitions, business schedules, pause conditions, breach calculations, and elapsed percentages, ensuring the report reflects the true SLA performance seen by the platform.

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh

Servicenow Developer
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb