How to create report showing SLA breached by assigned to (incident)

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rfolino
Kilo Contributor

‎09-21-2016 01:27 PM

Hello,

I am trying to make a report that shows Breached SLAs by Assignee. I am using the guide on the wiki but when I go to make the report I am not seeing the grouped by: assigned to. I have showed related fields checked but do not see the assigned to box.

Basically I want to create a report that shows how many incidents have SLA's breached as true per user.

Also if possible I want to create a list that can show me each user and the incident numbers that they have breached.

Thanks!

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siva_dirisala
ServiceNow Employee
ServiceNow Employee

‎09-21-2016 01:38 PM

Hello Rodolfo, assuming you are doing the report on task_sla table, you need to dot-walk to the task table to get the assignee. For this, you first need to select "Show related Fields" that will then allow you to do the dot-walking.


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murray_newton
ServiceNow Employee
ServiceNow Employee
In response to Marc A Love

‎09-25-2016 08:36 PM

In a recent design conversation we discussed being able to visually represent breaches so you could see who held the ball the longest, perhaps a donut for each of the time spent by any assignee.   We didn't feel we had the exact 'right' solution sorted out because it often is not as simple as 'who held the potato longest' but it also doesn't seem to be 'who had the potato last'   (hot potato reference here) but we know it often has something to do with one (or both) of those.



There has to be a nice easy timeline that makes it super simple to investigate breaches, and we are working on making that more crystal clear, but it doesn't resolve the reporting issue per se.  



This is high on our list with the evolution of the Service Level Agreement enhancements.       Great thread.



Cheers


Murray