How to get information of the tickets that breached SLA, approaching SAL or got esclated.

[GauravServiceNo]

Hi,

How can I get the information of the tickets that missed SLA, also, the tickets that got escalated or approaching SLA
I am using SOAP APIs and using incident table, is there any field in it from which I can get the information.

Regards,
Gaurav

[Mark Stanger]

You can query from the 'task_sla' table to get this information.

[GauravServiceNo]

Hi Mark,

While retrieving Sla information from task_sla table but having a confusion that how to relate a record in the incident table to an record in task_sla table.
Is there any common column in both the tables which I can compare and get the sla information of the ticket.

Please answer this soon.

Thanks in advance.

Regards,
Gaurav

[Uncle Rob]

First, it sounds like a quick note on ServiceNow data structure is in order. All the "tickets" we work are, at a basic level, "tasks". Incidents, Problems, Changes, Requests, Catalog Tasks, Request Items, Project Tasks, etc each have a record in TASK as well as a record in what's called an "extension table" (Inc, Prob, Change, etc).

To answer your question explicitly, Task_SLA links to the Task table via a field called "task".

If you have admin level access to ServiceNow (or you can reach the demo site), look for a module called Tables and Columns. From there you can pick any table you're interested in and click the "Schema Map" button to see how each table relates to one another.

[GauravServiceNo]

Hi Mark,

Thanks for giving answer.
Could you please let me know that what should be in the vale in the Task column of Task_SLA table.
Will it be sys_id of Task table or the Incident Number.
When I am passing the sys_id of task table, I am not getting any record.

Warm Regards,
Gaurav