combining SLA and Metric tables for reporting

[johnhebenstreit]

moving from old ITSM system that produced a single SLA and metric (MTTR) per incident.  This was used to produce reports that would show an inicident's SLA and MTTR compliance in a single view.   Is there a dashboard or other mechanism that would allow the metric and sla_task tables to be 'joined' for a similar purpose.

[Adam Stout]

You should have the view incident_sla but before you create a lot of new reports.  Check out the OOTB content for Incidents SLAs.  If you have Performance Analytics, check out the content packs available.  If you don't have access Performance Analytics, check out what the complimentary version of PA can do for you https://docs.servicenow.com/bundle/kingston-performance-analytics-and-reporting/page/use/performance...

[johnhebenstreit]

Thanks Adam - yes, we looked at the PA OOTB incident SLA and Metric(MTTR) widgets.  They do provide some good reporting.   I'm trying answer the question, which incidents have breached their SLA's and MTTR targets.  i.e. these 50 incidents have exceed targets for SLA and MTTR for this week

[Tony K]

You should have a database view that combines incident and sla table. If you run reports against the incident_sla table and add the appropriate elapsed time columns can you find what you are looking for that way?