Is it possible to calculate the SLA percentage in service now?

[Sofiya Perumal]

Hi Experts,

I need to create a new field in incident table for calculating Incident percentage. Is there any feature in service now to calculate the percentage? This feature should be in the reports. For eg: I have "Has breached" is false = 14 incidents and "Total no.of incidents" = 15 then SLA  percent should be calculated using the formula; SLA percentage=( Has breached is false/ total incidents) *100

Which implies, (14/15)*100= 93%

Please suggest a solution for this.  
Regards,
Sofiya

[Musab Rasheed]

Hello,

You can't do this with normal reporting , you have to use Performance analytics for that, Please refer below article and make adjustment accordingly. Mark my answer correct/helpful based on impact.

https://community.servicenow.com/community?id=community_article&sys_id=d37b47b6dbca2cd0a08a1ea6689619e3

Reagards

[Sofiya Perumal]

Hi Mushab,

Thanks for sharing this article. However, this article just says that it is possible but I do need the steps to get it implemented in service now. Could you please guide me with how to make it get implemented using performance analytics?

Regards,
Sofiya