what's the SLA timeline report is taking into consideration to show whether it's overdue or not?

pramn
Kilo Sage

yesterday

what's the SLA timeline report is taking into consideration to show whether it's overdue or not?

0 Helpfuls
  • 140 Views
2 REPLIES 2

Dr Atul G- LNG
Tera Patron

yesterday

Hi @pramn 

 

You can use Has breached as the first parameter to check whether the SLA is breached or not. There are other fields as well that can be used to support this, such as Business Elapsed Time and Stage.

 

DrAtulGLNG_0-1767789687231.png

 

You can also use SLA Made / SLA Due fields on the Incident table, but those are legacy fields and are not recommended for use anymore. Instead, you should create reports on the task_sla table.

 

https://www.servicenow.com/docs/bundle/zurich-it-service-management/page/product/service-level-manag...

 

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/dratulgrover [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls

AndersBGS
Tera Patron

yesterday

Hi @pramn ,

 

Do you mean - How you can see on a SLA if it's breached or not? If that is the question, then yes, as @Dr Atul G- LNG , utilize the "has breached" checkmark on the SLA record.

 

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/