Need to capture first response for incident in the sla report

[vinitaraico]

Hi Team,

Need to capture first response for incident in the sla report.

We have multiple response sla configure for incident for, different vendor company

  Response sla start condition is for  one vendor is, as below 

"when active is "true "and assigned to "empty "and Assignmentgroup.vendor "Company B" ,

during the reassignment of incident  if condition match  response sla again triggered 

Now the problem is when I am pulling report for response sla Tickets are appearing multiple times ,I need ticket  only once when the  first response sla  for Assignmentgroup.vendor "Company B" , Kindly suggest 

[PrashantLearnIT]

Hi @vinitaraico 

To capture the first response for an incident in an SLA (Service Level Agreement) report in ServiceNow, follow these steps:

1. Log in to ServiceNow:

   - Use your credentials to log in to the ServiceNow instance.

2. Navigate to the Incident List:

   - Go to the Incident application by typing "Incident" in the navigation filter.

   - Select "All" under the "Incidents" menu.

3. Open the Incident Record:

   - Find and open the specific incident for which you want to capture the first response.

4. View the SLA Details:

   - On the incident form, look for the related list named "SLA".

   - If it's not visible, you might need to configure the form layout to include the SLA related list.

5. Capture the First Response:

   - In the SLA related list, identify the SLA you want to report on.

   - Check the "Task SLA" record for this incident. This record will have the details of the SLA timelines, including the first response time.

6. Add First Response to Report:

   - If you are creating an SLA report, you need to include the "Task SLA" table in your report definition.

   - Navigate to "Reports" > "Create New" to create a new report.

   - Select the "Task SLA [task_sla]" table as the data source.

   - Define the report criteria to capture the first response times. You can use fields like "Start time" and "First response time".

7. Generate the Report:

   - Configure the report to display the required information. You might include columns like Incident Number, SLA Name, Start Time, and First Response Time.

   - Save and run the report to generate the data.

8. Schedule or Export the Report:

   - If you need to generate this report regularly, you can schedule it under the "Schedule" tab.

   - You can also export the report to formats like PDF, Excel, or CSV for further analysis or sharing.

[vinitaraico]

I don't see "First response time "field on form or in report . is there any way if I there multiple entries for same incident for response sla can we fix the first start time sla response