How can I remove duplicates from the Incident_SLA table?

[Tracy Davis]

I am trying to create a report of incident counts from the Incident_SLA table. There are duplicate rows for incidents (I'm assuming when the SLA is paused and restarted? which still makes no sense to me).

Does anyone know how to get a clean count of incidents from this table with unique Incident numbers?

I need the count to match a report using the Incident table - but I need to use the SLA table in order to measure if SLA was met.

[montanadawgz]

Adam

We recently upgraded to Kingston. ServiceNOW recommended that we start using the Database view Incident_SLA to use the Business Elapsed Time to better track how long it's taking us to resolve incidents, 

as well as track Open Incidents.  Using a Report, I can see the SLA definition related table.  I am seeing duplicates when someone does the following:

1. Reopen a Resolved Incident

2. Place an Incident on hold - Awaiting

3. Someone changed the Incident Priority.

We are seeing about 20 duplicates in about 500 incidents in a month.

What field(s) could I use in the SLA Definition table to eliminate any of these dups?

Thanks

BOB S
City of Tacoma

[Tracy Davis]

Sounds like you have the same issue as I do. I'm trying to get the overall SLA but SN seems to calculate an SLA based on changes in states, thus creating all the duplicates.

[Adam Stout]

It is all based on how your SLA is configured.  You define the criteria to start (for instance when it is created or when it changes to assigned), when to pause the SLA (for instance when it moves to awaiting info), and when to stop (it moved to resolved).  You may want to verify that the SLA configured is the SLA you are expecting.

https://docs.servicenow.com/bundle/london-it-service-management/page/product/service-level-managemen...

[Adam Stout]

I'm not sure they are really duplicates, they are the SLA firing again.  What is the expected behavior when the incident is reopened?  Should the SLA not start again, should it restart where it left off, should it cancel the previous one?  Based on what logic you want to use, you either won't have another SLA record, only have one, or can exclude canceled SLAs.

[Tracy Davis]

We need the overall SLA - how long from time of creation to resolved, taking into account the time the clock was stopped. We don't look at taking them off hold as re-opening them.