Report on SLA/OLA - duration it was with each group

[rachelconstanti]

Good day,

We are trying to get a report on how long an SLA definition was with each group and what the SLA Definition is.

We have an SLA Definition named 'Incident Service Restore 1 (Desk Side)'.  
How can we create a report that shows the definition name and how long it was with an assignment group/assigned to.

Background:

We are in the process of implementing OLAs for our L3 groups.  These have all been created and all are working as intended.  
Scenario:
An incident comes into the Service Desk.  They try to resolve and cannot so they reassign to an L2 group.  
The L2 Group works the ticket for a day or so, they cannot resolve so the reassign to an L3 group.
The L3 Group works the ticket and they resolve it.
Is there a way through reporting that we can see how long each SLA 'sat' which each group and that includes the name of the SLA definition?
Is Performance Analytics the only solution?

Thank you,
Rachel

[Sid_Takali · Accepted solution]

Hi @rachelconstanti https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0751559 

https://www.servicenow.com/community/performance-analytics-forum/how-to-create-a-report-on-sla-break... 

[AndersBGS · Accepted solution]

Hi @rachelconstanti ,

You should look into the plugin (free) SLA breakdown definition, as this will provide what you're looking for: https://docs.servicenow.com/bundle/xanadu-it-service-management/page/product/service-level-managemen...

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Sid_Takali · Accepted solution]

Hi @rachelconstanti https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0751559 

https://www.servicenow.com/community/performance-analytics-forum/how-to-create-a-report-on-sla-break... 

[rachelconstanti]

@Sid_Takali 

How do I tie this back to the actual SLA definition?  Will this also work for Service Requests?

We need the report to include the name of the SLA definition.

Best,

Rachel

[AndersBGS · Accepted solution]

Hi @rachelconstanti ,

You should look into the plugin (free) SLA breakdown definition, as this will provide what you're looking for: https://docs.servicenow.com/bundle/xanadu-it-service-management/page/product/service-level-managemen...

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[rachelconstanti]

Hi @AndersBGS 

Once I have this plugin installed and the SLA Breakdown Definition configured, how do I report on that?
Will this also work for Service Requests?
Best,

Rachel