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?

[Mark Stanger]

Okay, that's the problem then.   Your instance has been modified so that it has no single indicator that indicates whether the SLA was achieved or not.   That leaves you with only dates (which can't be grouped on) to determine things.   You should compare your task_sla table to an out-of-box one in a demo instance...specifically the values on the 'Stage' field.   That one configuration is what's preventing you from getting the information you need.

[adidosc]

Thanks for all of the information Mark... I'll have to look into things further, then revisit this report since it is very important to our management.

[nomemon]

Hello Mark

We too are facing the similar issue (as Ben) where filtering on Stages 'Achieved', and 'Breached' doesn't return any results.

Do you suppose that using the 'Has Breached' column which has the values False (Met SLA), and True (Breached SLA) would be a good indicator instead?

I've done some spot checks by drilling down to the incident level and notice that the results made sense for those cases.

But would like to confirm if this is another correct/ incorrect way to go about it.

Thanks!

[gyedwab]

The "Has Breached" column is kept accurate by ServiceNow if you're using the 2011 SLA engine. If your instance started tracking SLA's after 2011, you should be good... there's more detail here:

http://wiki.servicenow.com/index.php?title=Getting_Started_with_SLAs#Moving_from_the_2010_Engine_to_...

(It's been a while since I read that documentation... when I first wrote it... )

An example using Explore Analytics reporting against that "Has Breached" flag might look like this:

https://my.exploreanalytics.com/pub/view/2542005139d34e2085f9d58ad5e9d115

[nomemon]

Thank you Guy!

Nomaan