question Re: Report on SLA/OLA - duration it was with each group in ITSM forum

Report on SLA/OLA - duration it was with each group

rconstantino — Tue, 01 Oct 2024 17:27:24 GMT

Good day,

We are trying to get a report on how long an SLA definition was with each group and what the SLA Definition is.

We have an SLA Definition named 'Incident Service Restore 1 (Desk Side)'.
How can we create a report that shows the definition name and how long it was with an assignment group/assigned to.

Background:

We are in the process of implementing OLAs for our L3 groups. These have all been created and all are working as intended.
Scenario:
An incident comes into the Service Desk. They try to resolve and cannot so they reassign to an L2 group.
The L2 Group works the ticket for a day or so, they cannot resolve so the reassign to an L3 group.
The L3 Group works the ticket and they resolve it.
Is there a way through reporting that we can see how long each SLA 'sat' which each group and that includes the name of the SLA definition?
Is Performance Analytics the only solution?

Thank you,
Rachel

Re: Report on SLA/OLA - duration it was with each group

Sid_Takali — Tue, 01 Oct 2024 04:38:14 GMT

Hi @rconstantino https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0751559

https://www.servicenow.com/community/performance-analytics-forum/how-to-create-a-report-on-sla-break-down-by-assignment-report-to/m-p/2899611

Re: Report on SLA/OLA - duration it was with each group

AndersBGS — Tue, 01 Oct 2024 05:44:53 GMT

Hi @rconstantino ,

You should look into the plugin (free) SLA breakdown definition, as this will provide what you're looking for: https://docs.servicenow.com/bundle/xanadu-it-service-management/page/product/service-level-management/task/create-sla-breakdown-definitions.html

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

Best regards

Anders

Re: Report on SLA/OLA - duration it was with each group

rconstantino — Tue, 01 Oct 2024 17:28:13 GMT

@Sid_Takali

How do I tie this back to the actual SLA definition? Will this also work for Service Requests?

We need the report to include the name of the SLA definition.

Best,

Rachel

Re: Report on SLA/OLA - duration it was with each group

rconstantino — Tue, 01 Oct 2024 17:08:33 GMT

Hi @AndersBGS

Once I have this plugin installed and the SLA Breakdown Definition configured, how do I report on that?
Will this also work for Service Requests?
Best,

Rachel

Re: Report on SLA/OLA - duration it was with each group

AndersBGS — Wed, 02 Oct 2024 06:23:07 GMT

Hi @rconstantino ,

Yes, this works on task level hence both incident and sc_req_item is available. For the reporting part, please see attached:

I the screenshot is a list view of how long time each assignment group have utilized for specific SLA.

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

Best regards

Anders

Re: Report on SLA/OLA - duration it was with each group

rconstantino — Wed, 02 Oct 2024 15:38:39 GMT

Thank you!

Installing the plugin and running a report against that table got us what we needed.