Hi,
I have the requirement to create a report that basically shows that the average resolution time of an incident vs. the duration specific in the SLA definition that attached to that incident.
It's worth noting that we're talking about OLAs that, as of yet, don't have any consequences when they breach - it's mostly about showing that the department is, on average, capable of solving an incident in the specified time.
I started by creating a time series report on task_sla, grouping by SLA Definition, trending by created, and aggregated by average business elapsed time. This gave me a good starting point, showing the average business elapsed time by SLA definition, and trending by month:
Now, the person who needs to use these reports rightfully said that they don't really know how well they did, just by looking at the average business elapsed time. They also need to see some kind of line, marker, or anything, that shows the duration specific in the SLA definition. It needs to be visible that, on average, the elapsed time was 2 hours over the duration specific in the SLA definition, for example.
I tried adding another dataset into the report, and adding the SLA duration as a "line" report, but... it's pretty much unusable:
And this is still looking relatively good, it easily completely breaks apart when, for example, one SLA definition was not triggered for a whole month, or when the average elapsed time of one sla definition becomes so great that ServiceNow scales the report and squashes all lines together.
So, this is not really an acceptable solution, but I'm kind of lost on how to proceed from here. We have performance analytics licensed, would this be a better way to achieve the requirement? All I'd need is a few lines indicating how the average business elapsed time compares to the duration specified in the SLA definition, like this:
Thanks in advance for your help.
