How to plot Average Response time and Resolution time for cases for different SLAs
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‎02-13-2020 02:36 PM
Hi Everyone, We have different SLAs for our customers based on their support level: Platinum, Gold, General. I need to plot case Average Response Time and case Average Resolution Time for each of the 3 support levels.
Could you point me to any resources that might be available. Any help would be appreciated.
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‎02-13-2020 07:20 PM
Wow, that's a pretty heavy-duty question. The mile-high answer is that you'll need an indicator to capture the response time from the SLA table, and an indicator to capture the resolution time from the SLA table. From there, you'll need to make a decision on how you want to configure your breakdowns. From the sound of things, you'll basically have two options:
1) Configure a breakdown by SLA Definition, then a breakdown by support level. The advantage of doing this is that you can have one indicator capture all the data for response time and resolution time, and use the second level breakdown to see the data by support level. The disadvantage is that breakdowns only go two levels deep, so those are the ONLY breakdowns you'll be able to view. That is, you won't be able to break the data down further by, for example, assignment group.
2) Configure just one breakdown by support level, and then configure an indicator for each SLA Definition. Configuring the indicators will be more of a pain, but then you'll have an extra level of breakdowns to work with so if you want to get SLA data further broken down by, for example, assignment group, you can.
I'm not going to lie, configuring automated breakdowns is one of the mind-bendiest things you can do in ServiceNow. You have to specify a source, which sounds like it will probably be in the sys_choice table with conditions limiting the resultset to the specific table and element that contains the Platinum, Gold, and General levels. Then you'll have to create the automated breakdown itself, and create breakdown mappings to relate the available support levels to the fields to which they apply.
Here's the documentation on how to do all of that. Read it over, and you'll probably have a bunch of implementation questions. Once you start trying to put this together, feel free to follow up with more questions here, as there are some good resources who can probably answer most of your questions. I've been doing these things for a couple of years now, so if you tag me in a post I'll try to respond as I'm able.
Hope this helps,
--Dennis R
