SLA Reporting

[Maggie Thaden]

Hi all,

I have an SLA report that works perfect; however, we've noticed that duplicate incidents are showing up due to the incident being reopened. I'm trying to figure out how to include only the reopened SLA in the report.

Thanks in advance for all the help!

Maggie

[AndersBGS]

Hi @Maggie Thaden ,

What I have done previously is, to only report on incidents that are closed (hence they cannot be reopened again), and where the SLA is completed. This will provide you a single score for the single incident. 

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

best regards

Anders

[Tai Vu]

Hi @Maggie Thaden 

Normally, the SLAs will be Paused when comes to Resolved, and Completed once the Incident get Closed. So, you can leverage the Stage field. Put the condition as Stage is Completed or just filter out the Cancelled ones.

Let me know if it works for you.

Cheers,

Tai Vu

[Maggie Thaden]

It doesn't look like the first SLA was ever paused when the ticket was moved into "Resolved" state, but instead it was just marked complete. So, when it was moved back to "In Progress" a new SLA task was created and now I have two that are showing up as complete, but one breached (which is correct) and one did not. I've been told by our development team that this is OOTB functionality and there is no way to change it w/o customization.

Thanks for the help.

[AndersBGS]

Hi @Maggie Thaden ,

correct, you can’t change it historically, but the SLA definition should be adjusted so it won’t happen again. All ServiceNow admins can adjust this to fit the business need.

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

best regards

Anders