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

[Uncle Rob]

Are you viewing this within ServiceNow or are you using some other tool?

"task" field in the Task_SLA table will be a sys_id but it will display as a task number (which will be an incident number in the case of tasks that are incidents).

[GauravServiceNo]

Hi Mark,

I am consuming the SOAP APIs from an application out side service-now firewall.
I have the requirement to get all the incidents raised by someone those have breeched SLA.
For this I think we have to link task and task_sla table.
Now could you please let me know that using GetRecords SOAP API, how can I query task_sla table to get the incidents which breeched sla and raised by me.

Thank you,
Gaurav

[Uncle Rob]

Hey Gaurav,

I can't help you with the SOAP stuff. I do the bulk of my reporting right inside the tool or using ServiceNow's ODBC driver.

If you're looking at this from the outside in, the Task field in the Task_SLA table will store a sys_id. That sys_id will match to a record in the Task table. It will also match with a record in the Incident table, since Incident is just an extension of the Task.

By far the easiest way to pullt his off is to create a report in ServiceNow on the task_sla table with the following criteria.
1) Task.Tasktype = Incident
2) Stage = breached
3) (whatever date range you want)

Are the consumers of the reports ServiceNow users as well?

[Uncle Rob]

Dear Gaurav,

There's a reason this is stored in its own table (task_sla), and not the base Task table or extension thereof. Simply put, SLA's are expectations on a ticket, and a ticket can have any number of expectations on it. Our organization for example, has three separate SLA records created on P1 incidents.

So when someone asks me "did this Incident meet its SLA", I always ask "which one".