How to generate a report for Response and Resolution SLA

[Garvit1]

Hi Team,

My manager ask me to pull out the report for response and resolution SLA for the team and assignment group,

kindly help me with the same what filter i can apply.

Regards,

Garvit

[Mark Manders]

Is this a one time thing? Or is it something recurring? If it's the latter, just create a dashboard. You can create generic reports and put filters on it to select team/assignment group.

Your data comes from the task_sla table and you can dotwalk to the sla_definition.target field to get Resolution or Response. Depending on how they are setup, you can select on priority by dotwalking to the task.priority, or use the 'sla definition contains.......' as filter, if the name contains the priority.

It helps to make donuts/semi donuts and do a group by 'has breached'. That will show you the result the fastest: you will see the percentages of what has been breached and what not (or numbers). Do realize that 'has breached = true' means that the team didn't do a good job. So if you are choosing to use colors, make sure to override the color scheme, because 'true' is green and seems to be good, but in this case that's not really what you want to show.

[Garvit1]

Hi Mark, 

I need to generate pull out the report in excel. However i am not able get the field to be added i.e. response/resolution SLA, i would need to prepare the data manually in excel file.

can you help in share the screenshot from where i can add the field

Regards,

Garvit

[Mark Manders]

What information do you need that you need to prepare it in excel, when ServiceNow can easily do this for you? Reporting on SLA in ServiceNow very easy and will give you real time data instead of old data (it's old the moment you export it and will even be older after making adjustments). 

Is it a matter of not knowing how, or do you have specific requirements that can only be done in excel?

OOB the 'task_sla' table already has that field on the list: 

and if you are exporting the data, you don't need to create a report, you can just export the list to excel. If the field is not on their, select the gear icon at the top and click 'reset to column defaults', or (if you have the admin role and it is on default), add it through the menu (right click on the header, Configure -> List Layout, select 'SLA Definition', and the tree icon in between the fields, to show you the fields of the SLA definition table. Add the 'target' field from there.

But again: If you want to know how your groups are doing: have a dashboard on the platform, showing you everything, even in real time. I can't think of a use case that would need this data to be in excel an 'prepared'.