Problem ticket SLA reporting in ServiceNow

[JatinderP]

Hi All,

We are new to ServiceNow so all SLA's are not configured, I want to track open problems based on below SLA.

Priority High, SLA 30 days (want to calculate the days from PRB ticket created date) then show single value within SLA and SLA Breached tickets, and want to show about to breach PRB tickets as well.

PRB	SLA	Count Within SLA	Count SLA Breached	Count SLA Warnings
Critical	30 days			PRBs > 20 days <= 30 days
High	60 days			PRBs > 40 days <= 60 days
Med	90 days			PRBs > 60 days <= 90 days
Low	120 days			PRBs > 80 days <= 120 days

[AndersBGS]

Hi @JatinderP ,

Please look at the ServiceNow documentation: https://docs.servicenow.com/en-US/bundle/tokyo-it-service-management/page/product/service-level-mana...

Alternative, you can also see this 24min video for configuring SLA: https://www.youtube.com/watch?v=vjPFVcL248s&t=522s

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

Alternative 

[Josh Cooper]

One thing you might consider is reporting on the problem_sla "Database View" that joins the Problem table to the task_sla table.  That way you end up with one "table" (the database view) that joins the fields from both the Problem record itself, as well as the entry for the specific SLA from task_sla.
That will let you use Reporting or Performance Analytics (if you want trending, targets, gaps, forecasting, etc) to set up conditions to directly report on Problems where (specific name of the SLA) Has breached is (true/false) and get your counts that way.

Hopefully that helps!