How to stop multiple SLA records for the same incident appearing?

[Emer1]

Reporting is not my strongest area so any help appreciated.

For every quarter, we need to show how many incidents for a particular team breached or did not breach their SLA target. Below is what we use in the Report and for those that breached, it shows correctly (no duplicates), but for those that did NOT breach their SLA, it shows duplicate records e.g. meaning if the incident first had Priority 2, then sometime during the incident it was changed to Priority 1 and stayed at Priority 1 until resolution. This mean SLA P2 was set to Stage=Skipped, and SLA P1 = Completed. But the Skipped are also showing in the report, I don't want them to.

Table: Incident_sla

Group by: Has breached

Ticket type: Incident

Assignment group: X

Created: 01Jan-31Mar 2022

Stage (SLA): Completed

What do I need to change in the report conditions to exclude the Skipped for non-breached SLA?

[VaranAwesomenow]

I dont see stage has choice option of skipped, do you see it in your instance ?

Have you tried excluding canceled sla records

taskslatable_stage!=cancelled^ORtaskslatable_stage=NULL

https://<instance>.service-now.com/sys_choice_list.do?sysparm_query=nameINjavascript:getTableExtensions(%27task_sla%27)^element=stage

[Emer1 · Accepted solution]

I had some conditions wrong. Once I set it to the following the report showed correct data:

Table: Incident_sla

Group by: Stage

Stacked by: Has breached

Ticket type: Incident

Assignment group: X

Created: 01Jan-31Mar 2022

SLA; contains; Resolution

I repeated the above for each quarter, then copied the report and changed "Resolution" to "Response" and repeated for each quarter. Customer is happy.