SLA breached and SLA Met in Performance Analytics
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yesterday
We have has breached in ServiceNow which is either true or false but customer wants to display it as SLA met or SLa breached in the report, how to do this in Performance analytics?
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yesterday
Hi @LearnerSN
You can just create 2 formula indicators with supporting automated indicators. By doing this, you can name them according to the requirement and show them in the visualization that you would like.
If my answer has helped with your question, please mark my answer as the accepted solution and give a thumbs up.
Best regards
Anders
Rising star 2024
MVP 2025
linkedIn: https://www.linkedin.com/in/andersskovbjerg/
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yesterday
Hi @LearnerSN,
Don't try to reformat the has_breached boolean itself. In Performance Analytics a true/false field can't be used as a breakdown source, only reference fields resolve into breakdown elements, so grouping directly on that field is a dead end. The clean way is to build two indicators off the SLA condition instead of one indicator plus a boolean breakdown.
- Indicator source: point it at task_sla (or the specific SLA-definition table you're reporting on) and add a query condition of Has Breached is true. Name the resulting indicator "SLA Breached".
- Second indicator: same source table, condition Has Breached is false, named "SLA Met".
- Frequency and aggregate: set both to Count, same collection frequency (daily is typical for SLA volumes), so the numbers stay comparable on the same widget.
- Widget: drop both indicators into a single Bar/Column or Time Series widget on a dashboard, that's your "SLA Met vs SLA Breached" view without ever exposing the raw true/false value.
- Formula indicator: if the customer actually wants a percentage (breach rate), create a Formula Indicator that divides the "SLA Breached" score by the sum of both, using PAFormulaUtils to pull each indicator's value.
This is the standard workaround the PA community uses for boolean fields, since the platform simply won't map true/false into named breakdown elements the way it does for a reference field like priority or assignment group. If you only need a plain list report (not a scorecard), that's a different, simpler path, so let me know which one you're actually building and I can be more specific.
Thank you,
Vikram Karety
Octigo Solutions INC
