“SLA Breached” and “SLA Achieved” indicators return the same result

[josephyung]

Hello,

We are experiencing an issue in Platform Analytics where the SLA Breached and SLA Achieved indicators display the same result, even though they should represent different SLA outcomes.

Current behaviour:
Both indicators return identical values for the same reporting period and filter criteria.

Expected behaviour:

• SLA Achieved should count records where the SLA was completed within the target.
• SLA Breached should count records where the SLA exceeded the target.

We have reviewed the indicator filters, breakdowns, and data collection settings, but have not identified the cause.

Has anyone experienced this issue before? Are there specific conditions, scripts, or task SLA fields that should be used to ensure breached and achieved SLAs are calculated separately?

Any guidance would be appreciated.

[vijaydodla]

Hello,

Yes, this is a known configuration issue in Platform Analytics . When the SLA Breached and SLA Achieved indicators return identical values, it typically means both Automated Indicators are using the same Indicator Source but lack the distinct "Additional Conditions" required to separate the records.

Because Platform Analytics does not automatically split a single SLA indicator into "Breached" and "Achieved" categories, you must explicitly define these conditions on the indicators themselves.

How to Fix the Indicator Conditions

To ensure breached and achieved SLAs are calculated separately, you should use the has_breached (boolean) and stage fields on the task_sla table (or the incident_sla database view, depending on your source).

Update the Additional Conditions on your Automated Indicators as follows:

1. SLA Breached Indicator:
• Has breached is True
• (Optional but recommended) Stage is not Cancelled
2. SLA Achieved (Met) Indicator:
• Has breached is False
• Stage is Completed
• Note: It is crucial to include the Stage = Completed condition here. If you only use Has breached = False, the indicator will incorrectly count SLAs that are still "In Progress".

Additional Troubleshooting Checks

If you apply these conditions and the numbers still look incorrect, check the following:

• Filter out Cancelled SLAs in the Source: Review your base Indicator Source. If a task's priority changes, the old SLA is often marked as "Cancelled" and a new one is attached. If your Indicator Source does not filter out Stage != Cancelled, your counts will be artificially inflated by duplicate SLA records.
• Avoid Boolean Breakdowns: Do not attempt to use the has_breached True/False field as a Breakdown element on a single "Total SLAs" indicator. ServiceNow best practices dictate creating two separate Automated Indicators (as described above) and then using a Formula Indicator if you need to calculate an SLA Performance percentage
• Data Collection Frequency: Ensure both indicators are included in the same Data Collection Job and have the same collection frequency so their snapshots align perfectly.

Let me know if this works for you! If it does, please consider marking this answer as the Accepted Solution.