Reporting on table "sla_breakdown_by_assignment"

[RC2]

Here's where I'm stuck. I see the report and it works. BUT it's too big. I need to filter it down. Here is my use case. I need to see ALL incidents where SLA was broken, but see only the incidents that were worked on by a specific list of Assignment Groups.

**The problem is, if I filter for Assignment Group, it won't show the SLA breakdowns for all the other teams that handled the ticket. So if my Assignment Group (Team A) was one of three teams (add Team B and Team C) that handled in incident, and Team C broke the SLA, I won't be able to see that with an Assignment Group filter. 

The end goal is this - I need to see all Incidents in a specific period (i.e. Month) and I need to be able to get a percentage of SLAs broken by a specific list of Assignment Groups. Basically, I see that 15% of Incidents broke SLA in...October, but only 2% of those were broken by Team A and the rest of the 13% were broken by other teams. 

I tried to do just a text report into Excel and to a Pivot Table, but that didn't work either because again - data was too big for Excel. 

If I could filter by Task/Incident (i.e. the Filter would be Task > in > and provide a list), but that option doesn't exist in the Task filtering option. 

Any other fancy ideas?? 

[Paul Curwen]

Report on SLA details is not the easiest of things I agree.

Couple of things to be aware of: 

1. Gottcha to be aware of:  https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0...

2. There is a OOTB metric which tracks Assignment Groups on Incident tickets however this solution may be more use for you: https://www.servicenow.com/community/platform-analytics-forum/reporting-on-incident-metric-table-for...

3. This approach is good for tracking when an Incident braeches and recording the Assignment group at the time: https://www.servicenow.com/community/platform-analytics-forum/tracking-slas-by-assignment-group/m-p/...

[Uncle Rob]

Almost two years late to this party, but here's the main problem.  SLAs and Group Assignments are both related lists to Incident.  Using related list conditions its easy enough to say... get me the list of incidents that have been worked on by <these groups>.  You can also say ... get me the list of incidents that have breached SLAs.

But since you can't natively do two related list conditions, we can't ask both questions at once:  "Show me the incidents that have breached SLA that also have group history including <these groups>.

Might be able to get a script to return records, but no way to build it in a conventional list or report.