Only one Response SLA et one Resolution SLA in reports

[gdo]

Dear Community,

I am implementing Resolution and Response SLAs on incident and requested item table.
My company wants to track the SLAs and do reports in order to report the number of SLAs breached or not.
Sometimes the operators do mistakes and open several SLAs. With retroactive start, the new SLA can take where the old and mistakenly  stopped and continue the duration determined in the SLA Definitions.

The problem would be on the reports. Because for the same ticket we can have 2 or 3 SLAs which is not optimal.

I thought about creating a global Response SLA and a global Resolution SLA which will be use for reports. The main/global SLA will start when a response SLA is created and will stop when SLA responses will not exist anymore (state = in progress)
Same for Resolution which will start when state = in progress and stop when state = resolved or closed.

The problem is that the company wants to check if the global response SLA breach the last opened and correct SLA. In order to have only 1 SLA response and resolution by ticket and to determine if those SLAs have breached or not the SLA definition.

Please let me know if you need further information.

My real problem is the moment to report the SLAs breached, as we want the total duration the ticket stay in a resposne SLA and compare to the latest SLA to check if the total duration breached the last SLA.

Kind regards,

GD

[AndersBGS]

Hi @gdo ,

from your description I think thank you make it much more complex than it actually is.

i guess that the SLAs that you have in your environment is based on certain criteria? E.g.: P1 is on SLA and P2 is another SLA.

why not just ensure that only the right SLA is running and the false SLAs is cancelled post completion of the incident/requested item?

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

Best regards

Andders

[gdo]

Hello ! Thank you very much for your response.

The client wanted to use completed when a SLA is closed or canceled.

I found a alternative solution but now I have another problem :

How can I filter my report to only take the latest SLA Response and the latest SLA Resolution? 
As explained, I may have 3 SLAs Response and 3 SLAs Resolution in a incident ticket, all in completed.
I want to report in my dashboard only the Latest SLA Response and latest SLA Resolution.

Anyone have an idea how to perform that ?

Cheers !

[AndersBGS]

Hi @gdo ,

You can look into the solution described here which might solve your requirement: Solved: Fetch the last recent tagged SLA from each ticket... - ServiceNow Community

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

Best regards

Andders

[gdo]

I dont really understand the solution proposed by this old request.
I need to identify the last recent added SLA in my incident or request item form. We should identify the last SLA response and the last SLA resolution added on a form.

The last added field is great but I need it constantly to be refreshed any time a data is submitted.

It check all the SLA in the current task but how does it know which is the oldest and should not change the last added field ?