Custom calculated Incident field

[WayneHadley]

Greetings,

We have an internal customer who is currently using an Excel spreadsheet (please see attached) as a means to calculate a "custom" SLA. With reference to the spreadsheet column = Total Outage is already an Incident Table field. Columns for Total Minutes and Current SLA don't have corresponding Incident Table fields, these are calculated manually in the spreadsheet.  The formula for Total Minutes includes number of days which means the number of days in the current month at that point in time. 

My questions: is it possible to create incident calculated fields for Total Minutes and Current SLA to replicate the formulas in the spreadsheet? If so, how can this be accomplished?

Thanks in advance for your feedback.

[WayneHadley]

I did propose this as an approach but the business wants to track SLA's using their calculation which was the way they did so prior to moving to ServiceNow and want to maintain consistency for reporting KPI's etc.

[Ratul Arora]

Hi @WayneHadley 

Please try the calculated fields and apply the mentioned formula to calculate your value.

Field                         Type             Logic                                               Calculated?

u_total_minutes	Integer	outage (hr) × days in month × 60	✅ Yes
u_current_sla	Float	100 - (outage / total time) × 100	✅ Yes

Total Outages Field  - Already Exists.

Regards,

Ratul A