how to find the report for sla's about to breach for the incidents as an itil user?

[himangi1]

I am fetching a report in which i have to find out the SLA which are about to breach for incident tickets,so that team can work on those incidents before they get breached(as an itil user)?

[srinivasthelu]

Hi Himangi,

As an itil User you can go to reports module and create a report on Incident SLA database view.

You can mention the Business time left according to your needs. Like half an hour more to breach etc..

Hope this helps

Srini

[himangi1]

I have tried this and it's working,Thanks Srini..and could you please tell me one more thing as i want to fetch reports for the response time and resolution time for the incident as well.what filters i could add up to fetch the reports.?

[srinivasthelu]

Hi Himangi,

Do you have any SLA's with name contains "Response" or "Resolution".

If not, I would assume you need to go to incident_metric table.

Thanks

Srini

[sgrison]

Are you certain this is working?   The SLA duration fields are not updated real-time, they are updated by scheduled jobs which run periodically based on the time left to breach.

More information here Service Level Agreements - ServiceNow Wiki

What you could do is take advantage of the Escalation field on the Incident table. It has values such as 'Normal, Moderate, High, Overdue'.   You can modify your SLA workflow to update these values.   For example when 50% of the SLA duration has passed then set the escalation field to 'Moderate', when 75% passes you can set it to 'High' and when it breaches you can set it to 'Overdue'.  

This would allow for ITIL users to easily group incidents by escalation