How to create Response and Resolution SLA Reports in ServiceNow 

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Thanks for watching! metric_instance is one which could help you. Do check it out.

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Thanks for watching! Sure, we can create that video as well.

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When there is reassignment of Incidents in multiple queues, response SLA reporting starts getting complex. One option is to query the task_sla table, put the necessary filters for assignment groups and the SLA definition > Target > response filter. Once that is done you export the data in excel with the desired columns. The inherent problem here is that if you analyse closely the has breached column will be true for many reassigned incidents. The reason is ServiceNow is using the created date of incident as the starting point for response SLA calculation. For example, if the Incident was created on 21 June 8 PM with Windows queue and later reassigned to Network queue on same day 11 PM, if network team member takes it on their name at 11:15 PM it won’t consider the response for Network team as 15 minutes. It’ll consider it as 3 hours 15 minutes. Right from the starting of incident creation to response from Network team member. Best workaround for response SLA reporting in our opinion is to only consider the first response on an Incident as a KPI for response SLA. Use the incident_metric table as shown in the video and include the Updated(mi_sys_updated_on) column from it in your data export. Once exported use the MIN function in excel or something to find the least of the mi_sys_updated_on time for a particular incident. That will be your first response SLA row for the incident.

Here are the steps to create a closed and open tickets view on a single dashboard in ServiceNow: First create a report in All > Reports > Create new, for all created tickets in last month by using the filter conditions as Assignment group = group name AND created On Last month. Next create another report in All > Reports > Create new, for all closed tickets in last month by using the filter conditions as Assignment group = group name AND Closed On Last month. Now, in All > Dashboards > New, create a new dashboard with a friendly name and add those two reports on this dashboard. Feel free to comment if you need any further help on this.

You’d essentially have to put a filter condition for assigned to or inc_assigned_to as your name. Let us know if that helps or you need more info.