Why does 'Made SLA' in the incident table report as True when it has failed
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06-02-2017 12:13 AM
My question is around incident reporting and particularly around meeting/failing SLA's.
I run a report each month against the Incident database and group them by 'Made SLA'. To me, this should show a bar chart and each bar split into met and failed SLA.
It does not. There are incidents in the Met SLA section, that have actually failed the SLA (or one of them).
If I then run a report against the incident SLA table, this then splits out each incident into each of its SLA's, so the number returned is greater, but at least it shows the incident as failing its SLA.
My question is, am I using the Made SLA correctly (I don't see how I am not) and why is this returning incorrect data?
Please see attached document showing screen shots of what I am seeing
Thank you in advance.
Mark
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Performance Analytics
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06-02-2017 12:48 AM
I believe the made SLA field is from the 2010 SLA engine.
The newer 2011 engine uses the 'Has Breached' field.
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06-02-2017 12:56 AM
Thank you for your reply.
The Has Breached field is within a different table though - Incident SLA where my report is run against the Incident table.
If I use the Incident SLA I get about 3 times the number of results, as each incident can have multiple SLA's against them.
If the Made SLA field is no longer used, then why is it still available?
Apologies, but I am new to Service Now and trying to find all the nuisances is becoming very frustrating.
Thanks again for your reply.
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06-02-2017 01:02 AM
The multiple SLA's can be an issue. We used to see multiple SLA's on incidents that have changed priority. We got around this by making sure the old SLA's go into the 'Cancelled' stage when the priority of the incident is changed. You may already have this set up so you may be able to filter out the SLA's that are in a 'cancelled' state.
I couldnt say for sure why they kept the 2010 engine going - i can only guess it was to give the people a choice of which to use.
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06-02-2017 05:42 AM
Yes, we also have change of priority as different SLA's, but also every incident has a Response SLA to make sure the service desk respond back to the caller with confirmation.
