incident_sla table reporting against Task SLAs tab

[RC2]

I'm working on some inicident_sla metrics and KPIs in a dashboard. I have an initial report working, but it's picking up SLAs that were breached in the ticket but when the ticket was owned by another team. 

Is there a way to only have tickets in my report where MY teams breached their SLA? And not another team who had the ticket at a different time?

• Example: Ticket123 created by a user, incident is high priority so goes automatically to BIN"A" team for review. Team for BIN"A" doesn't acknowledge in 15 min though, so the first "Response SLA" on the "Task SLA" goes into the RED. They review ticket, lower the priority, and assign it to a different team in BIN"B". The future "Response" and "Resolved" SLAs on the Task SLA tab to the end of the ticket are all in the green and closed within the defined SLAs in ServiceNow.  
• **However** when I build a report using incident_sla, it is pulling Ticket123 as a "breached SLA" even though my filters are for only BIN"B" tickets. 
• I want the report to pull ONLY tickets where the SLA was breached BY BIN"B" team, not on the ticket as a whole. 

It seems that the report is assigning a Breached SLA tag and assigning it to the final owner of the closed ticket, even if that final team did all their tasks within SLA. 

And if the above is true, what if the team BIN"B" worked on a ticket to fix something, then assigned it to another team BIN"C" who then closed it. If we did our work inside the SLA, it won't show on our report as the ticket wasn't in BIN"B" when it was resolved. 

Is there a way to assign ownership to the SLA on a ticket? And to catch SLA on ALL tickets we touched, not just the ones WE close?

[Allen Andreas · Accepted solution]

Hi,

You'd have to add functionality to support this. Out of box, they aren't built to track who breached the SLA as even the team who had it at breach...doesn't mean they "did it". It could have been with 2 or 3 other teams who just didn't do anything and then it got dumped on the team who had it at breach.

You would track breached SLAs and then as part of your analysis, walk through it to figure out why. So there's more to it than just who had it at breach...and pointing blame like that.

You can create a custom field, such as a list field, that uses a business rule to add any assignment group who was ever assigned that ticket and it had an SLA, add them to the list. Then, you can report on: list field CONTAINS and then your team, for example.

Please mark reply as Helpful/Correct, if applicable. Thanks!