Breached RITMs Not Appearing When Using SLA Definition in Reports

[Sripad_NS]

Hi Community,

I’m working on building a report to track breached SLAs for RITM records. When I filter the report using Assignment Group, the breached RITMs appear correctly.

However, when I try to filter using the SLA Definition (for both ACK and Resolution SLAs), the report returns zero results, even though I have confirmed that some RITMs have definitely breached these SLAs.

Details:

• I am reporting on Catalog Request Item SLA–related data.
• Filtering by Assignment Group shows breached records as expected.
• Filtering by SLA Definition + “Has breached = true” returns no results.
• I want to use SLA-based filters because RITMs often move across Assignment Groups, so AG-based reporting is not reliable.

My question:
Why would SLA-based filtering return no breached RITM records, while AG-based filtering works?
Is this a table selection issue (e.g., need to use task sla instead of the RITM-specific SLA table), or is there something else I should check in the SLA Definition configuration?

Any guidance or best practices for reporting breached RITM SLAs using SLA Definitions would be appreciated.

Thanks!

[Tanushree Maiti]

To create a report on breached Request Items (RITMs) in ServiceNow, create a report on the Task SLA (task_sla) table, filtering for Has breached is true and the task type starts with RITM or sc_req_item. This shows all RITMs that have missed their SLA deadline. 

[Tsura Andreeva]

I would suggest take a look at the contract_sla table, the sla's are created by table - if the sla is not based on the RITm 'sc_req_item'  you will not find data. Create your report based on the slas you have in your instance