SLA information via reports in Excel

[niagarwal]

Hi All,

I am trying to address a very different requirement in which I need to prepare SLA adherence data via information from ServiceNow tables.

I cannot configure SLA in ServiceNow but I need to determine response and resolution SLAs for a very small group.

This SLA starts from when the incident ticket is assigned to a member of a group and ends when the incident is closed.

So basically, I want to replace the start date of incident by this date (time when incident was assigned).

Any clue or implemented solutions that anyone can help with ?

Will metrics table , history table , audit table help ? 

Regards

Nitin

[Uncle Rob]

Why can't you configure an SLA to do it?

[niagarwal]

Due to some regulatory restrictions and possible contractual obligations

[Uncle Rob]

You're going to store it one way or another, right?  Why not store it in the table that was built to accommodate it?