Percentage of Incidents Meeting SLA by Month

[adidosc]

Hello All!

I am trying to help write a report for my manager that looks like the chart below.   The idea is to provide a trend chart, by month, of SLAs that have achieved SLA.   Using the provided reports in ServiceNow, I haven't quite been able to achieve the same style report.   Any thoughts?

[adidosc]

You do get percentages, but what I end up with (since our launch of ServiceNow is only a few months old), is data from March, April, May and June.   The percentages of the 4 months add up to 100% total.   What we're really after is a month-by-month look at what percentage of the month's incidents met their SLA.   So, each month should have some percentage out of 100 shown.

[Mark Stanger]

That's why your filter needs to include both Achieved and Breached stages as shown in my screenshot.   If you do that, you'll get a breakdown of achieved vs breached for each month.

[adidosc]

I matched your screenshot, but our stages are all cancelled or completed, so no results are returned if you only look at stage is one of achieved or breached.   Shouldn't make any difference, but I tried on the task_sla table using your incident filter and also on incident_sla.

[Mark Stanger]

Understood, but over time you're going to have both breached and achieved every month wouldn't you?   If not, wouldn't that defeat the purpose of the report?

[adidosc]

Yeah, you are right... we do have incidents that have both met and missed SLA.   However, when I look on the task_sla table, I only see red or green Completed, or Cancelled, and nothing about achieved or breached.