ServiceNow - How to Create SLA Reports

[@elvisrodriguez2239]

Thank You, Jason! This is great and very informative!!

[@shaheer5547]

good one. +1 , we need to save the report after changes on sharing options (10:31) , otherwise wont work for others

[@kevinmontesdeoca8465]

Thank you Jason!

[@popkorn4unme]

Can you help me with a strategy to track and report reoccurring incidents?'

[@dapiet8]

This is good but how do I use the data point for a specific assignment group? For example pulling out Task SLA - 1 for the Service Desk response SLA?

[@julieyandan7659]

How can I create a Response SLA and Resolution SLA report from scratch? Thanks in advance

[@gowshikkrishnan8584]

just curious, as there is response SLA and resolution SLA, how do you return JUST the 'response sla' or just the 'resolution sla'

[@shivpar1]

How to add Assignment group as a filter if we are looking for specific Assignment groups SLA. Also I am looking to find SLA of Incidents, can you guide me how to find that. I tried using Incdent SLA table, but for some incidents there can be more than one Task SLA, like respose, resolution , also if a priority is changed the Task SLAs also increase in number.

[@andrewfirth4803]

I’m having real difficulty creating a report to count all tickets that come into my queue. If I use incident metrics as the table I am getting duplicates and if I use incident as the table I am getting only the tickets resolved in my queue which isn’t always the case as some as re-assigned. Any help would be appreciated

[@AaspenNowSolutions]

Hi Andrew! Please contact me via Linkedin and I’ll setup some time to help.

[@KEVINJOSEPH109]

Can you please show us a step by step process on how to create a report for closed Incidents on service now or in service now State Resolved -> Closure information -> First time fix How do we generate report on First time fix.

[@mcsepankaj]

not find Has Breached under group by, any clue

[@AaspenNowSolutions]

Check the table name. Make sure it is task_sla

[@kalpandesai720]

How to measure SLA where multiple IT teams were engaged for a single incident or a Major incident? How would you calculate in ServiceNow?

[@AaspenNowSolutions]

Hi Kalpan! You can try the reset condition. Take a look at this video and let me know if this is what you're looking for. kzbin.info/www/bejne/j6O5c5R9jMaZmZo

[@su9usam]

my dear .. i need to build service portal to my company but i'm out of the resources , i need to know how to do it from zero to 100%

[@AaspenNowSolutions]

Ok. I will develop some content to get you started.