Hello Mam In the beginning of this video I see a screen saying 30/60/90 aged tickets. can you please do let me know what are the conditions you have applied and what table your applied under Data tab?
Hi Rich -- This is looking at SLAs that have breached. If, for example, you have an open Incident where the SLA has not breached yet, and the Incident is placed on hold - that SLA would not breach until the SLA has resumed and the business duration expires. The way we’d recommend setting up a dashboard would be to present this data from the Breached SLA report, coupled with a report from the Metrics tables that show the durations incidents spend in each state (such as On Hold). We would also include report on aging incidents and a report of incidents that have not been updated within a certain threshold (7 days is baseline but can be configured to meet your needs). ServiceNow has these metrics defined and reports available out of the box for use in providing this combined view of the health of your incident management process. Hope that helps!
