To generate a report with % of incidents met response SLA.

[Thej1]

Hi,

I need to generate a report with the % of incidents met response SLA. I have chosen table as incident.SLA and put the conditions as has breached is false. It is showing the time with the below screenshot conditions. What should i select in the aggregation to get the % ?

Please refer the below screenshot and help me with this.

Thanks

@Ankur Bawiskar @Arpan Baishya @Amit98 @Kieran Anson @SANDEEP28 @Mark Anderson @Mark Manders @ankurt 

[Community Alums]

Hi @Thej1 ,

This functionality is not possible with the Reports. But Yes PA plugin helps to get this done. 

[Thej1]

Thank you Sandeep.

Can you please provide me in detail or with the document to achieve this ?

[Community Alums]

Hi @Thej1 ,

You need to check if you have PA subscription first.

[Tai Vu]

Hi @Thej1 

If you would like to have a report specifically displays the percentage, you may need PA to achieve it.

Required Plugin: com.snc.pa.itsm_dashboards

Sample:

Name: % Resolved Incidents with Breached SLA

URL: https://<instance_name>.service-now.com/pa_indicators.do?sys_id=25cf7629db8da70047dcfd131d961931

While in the Report Builder, you can leverage the Has Breached field with group by, it will show the count total and the percentage in addition.

Like below.

#Trend

True is Breached, False is NOT Breached.

#Pie Chart

Cheers,

Tai Vu