How to create a report on SLA breaches where it only shows each incident one time.

[Patrick Cavanau]

Currently I am trying to show all incidents and have it grouped by SLA has breached. The issue with that is that it shows multiple SLAs for the same incident and the requirement for this task is that it shows each incident only one time and if it has breached any of its SLAs. Currently I am showing the data using the incident SLA table and grouping it by has breached. When I switch to just the incident table, it does not show the option to group by "has breached" anymore. I was thinking maybe platform analytics may have a way to achieve this ask.

Thank you for any help

[AndersBGS]

Hi @Patrick Cavanau ,

wouldn’t this last piece be possible to fix with a condition like “sla has breached is true”. By doing this, you will remove the SLA that has not breached and only show the once that has breached. Alternative you can do the same opposite based on what you would like to see.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders 

[Patrick Cavanau]

@AndersBGS Thank you for all the responses and help! The issue with us using this option is that the requester wants to see the total number of incidents and then the amount of incidents that are breached in one bar graph. This should allow them to see the % of total incidents that have breached SLA and the % that have not. If I were to filter by "has breached is true" we would be able to see how many incidents breached but not the total number. 

Thank you

[AndersBGS]

Hi @Patrick Cavanau ,

Thanks for the response - so many thoughts around this 😉.

1. in relation to a e.g. bar graph that should show the total amount of incidents together with the incidents where SLA has breached, I would suggest you to create a report through report designer based on the incident table, and trend by e.g. created on monthly basis. 
2. I would add a dataset utilizing the incident_sla for same period but where condition is "has breached is true": https://docs.servicenow.com/en-US/bundle/vancouver-now-intelligence/page/use/reporting/task/t_AddAnA...

Based on above, you will have the two graphs, 1 with all incidents, 2 with incidents where SLA has breached. It is off course important here to say, that you should only have one breached/non-breached SLA pr. incident, otherwise the visualization will show wrong data.

At last, when talking about percentage, calculations etc. I would always recommend to utilize performance analytics, as here it will be possible to calculate the percentage of incidents breached.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

best regards

Anders 

[RaphaelM3]

Hi Patrick, 

I usually work with the task_sla table - not sure if comparable... 

I faced a similar issue and solved it by making sure that the filter takes into account:

- the state of the incident_sla (canceled, in progress, completed) -> probably you only want the last one 

- the type of the incident_sla (response vs resolution) -> it makes sense to only show one of those (probably resolution) otherwise 1 incident can be one time breached (response) and one time not breached (resolution) 

- I think "count distinct" makes sense, but not on the incident_sla table but going the hop to the incident and counting distinct incidents. 

Your problem reminds me of the problems I went through, so I guess it will solve it. 

Let me know if not or if you need further understanding.

BR

Raphael