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.

[Adam Stout]

Is that the SLA you have defined?  If you aren't seeing that, it seems like an SLA definition problem (not a reporting or view issue).

[JoeS1]

I have the same problem as stated by Tracy. Example, I have an SLA Definition state is set to stop when an Incident is resolved.

When an incident is set to state = resolved, the sla is completed, and a record is written to the task_sla field as should be.

However if that incident is changed back from resolved to open/assigned/work in progress (any active state), a new sla record for that sla is created (aka ‘a duplicate’ record) since the start conditions are again true (which is as desired).

When the incident is again resolved, the sla is completed, and the second record gives me the true sla for that incident, which is the time opened to the time resolved (meaning the last time the case was resolved). This is the record I need in my reporting.

The initial record, which is the time opened to the first time the case was resolved is extraneous at this point, but it has no designator that allows me to filter it out of my data.

So basically the same scenario that Bob S describes, with the same question:

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

[Tracy Davis]

Also - just to clarify - I'm looking for a single SLA for the overall incident. From Open to Resolved - did it meet the SLA, taking into account the states that stopped the clock. Having multiple SLA's for each state does not help us in anyway.

[Rajya Lakshmi]

Hello Tracy,

Can I know if you got any solution for this?

[DJL2]

@Tracy Davis's last post is a common requirement.

My experience with the SLA engine within ServiceNOW is where the time taken to complete individual Tasks (Incident, Catalog, Change) is measured and evaluated against.  By and large, this works well and the accuracy of the outcome is entirely dependant on the logical quality of the defined conditions.  This can take a little bit of practice to get right so it's wise never to jump in or make rash assumptions.

Discreet measurement is great - particularly within a supplier:contract context - however there is a business context too, and that is a lens which considers performance in terms of end-to-end delivery.  So, Joe Bloggs is a new starter - how long should he wait to be 'work ready', where his account set-up; his laptop built and delivered and his remote access in place.

I am less familiar on the SLM side within ServiceNOW, so the question is:

"can the platform be configured to calculate "end-to-end" measurement, where the outcome of child SLAs act to inform the performance outcome of an overarching parent SLA? "

I have several use cases which match this specific requirement.

Thanks,

DJL