How to show "Actual Time Left" field in Hours/Mins to calculate "SLA Time left"?

[Bagi]

I am building an SLA report to show a pie chart. I want to group Incidents by their SLA Time Left in Hours/Mins before they can breach. In my instance "Actual Time Left" field is by default shown in Days. How can I change this to Hours/Mins instead of days? I am a Fulfiller. 

[Apurva Malewad1]

Hi Bagi,

As 'Actual time left' is glide duration type field so if you have days present for any incident record it will show number of days only but if you have seconds/minutes for some records then that will be counted under same day column in report data. I think this can't be changed because it is Out of Box behavior for reporting in Servicenow. Even though you have right data in table such as days,hours,minutes,seconds etc. But it will show in report as per report structure only. I will suggest to go with the current behavior in report.

If you have any further questions, please let me know.

Please mark my answer as Correct/Helpful if it helps you to find the solution.

Regards,

Apurva

[Bagi]

Hi Apurva, thanks for the response. It does not really help. If you are using this for P1 Incident SLA for example, this does not help to see in days (who would have P1 SLA in Days :()

[Apurva Malewad1]

Hi Bagi,

Yes, It makes sense about P1 incidents. But its default behavior in pie chart report. If you try to use some other type of report such as list type you will see group by Actual time left will show seconds/minutes/hours/days entries in the records returned in report. Try this if it helps you to get what you want. For Pie chart we can't do any changes as its OOTB behavior. Try with this LIST type of report by adding your conditions as priority is p1 and group by Actual time left. It should work as I checked that it shows all entries days/hours/minutes/seconds.

Please let me know if you have any further questions.

Please mark my answer as Correct/Helpful if it helps you to find the solution.

Regards,

Apurva