Report on SLA beaches with multiple group assignment,

[Shree Nag]

Hello,
We would like to know how to generate a report when SLA beaches if there are multiple groups involved.
For example If an incident is assigned to Group A on a high priority issue , and after couple of days the incident gets re assigned to Group B, we would like to generate a report to see the number of days spent on the incident by each assignment group and SLA breach by group on the incident ticket.
Please help.

[AndersBGS]

Hi @Shree Nag ,

Have you looked into the SLA breakdown definition plugin: https://docs.servicenow.com/en-US/bundle/vancouver-it-service-management/page/product/service-level-...

I would assume that this will help you to achieve your goal.

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

Best regards

Anders

[AndersBGS]

Hi @Shree Nag ,

if my answer has helped with your question, please mark my answer as accepted solution.

Best regards

Anders

[Shree Nag]

Andres,

Thank you for response to this Newbie to ServiceNow. You article may help, but I'm unable to see the breakdown definition from the filter navigator. We are on Utah version. Any leads on that.