Incident SLA Report

r3yv3n15 · 3 weeks ago

Good day!

I am having trouble in making these SLA response reports for incidents. Hope someone can help me.

Team A (A1,A2) - assignment grpA

Team B (B1,B2) - assignment grpB

.

Team Z (Z1,Z2) - assignment grp Z

.

1) SLA Response time for incidents 1st acknowledged by anyone from Team A that is resolved by anyone from any other team

2) SLA Response time for incidents 1st acknowledged by a member of Team A and is resolved by another member of Team A

in essence, I want to get the instance when the incidents when they were changed from New to In Progress

ayushraj7012933 · 3 weeks ago

hi @r3yv3n15

Out of the box, ServiceNow does not store the “first acknowledgment” (New → In Progress transition) as a dedicated field.

You can use the task_sla table to report on response SLA and approximate the acknowledging team using the assignment group at the time of response.

For a more accurate approach without customization, you can leverage the sys_audit table to track the state change from New to In Progress and identify the user who performed the update. However, this requires additional effort such as database views and is not straightforward for reporting.

Due to these limitations, achieving this requirement precisely is not fully possible using OOB features alone.

ameyakale · 3 weeks ago

In ServiceNow, the first acknowledgement of an Incident is best captured when the State changes from New to In Progress. Since this timestamp is not stored directly on the Incident, the correct and supported approach is to use a Response SLA.

Steps:

Create a Response SLA on the Incident table with:
- Start condition: State changes to In Progress
- Stop condition: State is In Progress
This SLA records the response time in the task_sla table along with the assignment group and assignee at acknowledgement time.
Build reports on the task_sla table:
- Filter by Assignment group = Team A (acknowledgement)
- Compare with assignment group at resolution to identify:
  - Resolved by another team
  - Resolved by the same team
Use Business elapsed time for SLA response reporting.

This approach aligns with ServiceNow best practices for response/acknowledgement reporting and avoids unreliable history or audit table analysis.

Docs:

r3yv3n15 · a week ago

Start condition: State changes to In Progress

Can this condition be filtered out? I am not seeing "changes to"