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Reporting on SLAs

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Plugin required
Functionality described here requires the Service Level Agreements (SLA) plugin.

Contents

1 Overview

Once the Service Level Agreements are set in place, it is possible to gather the information in the system to create Service Level Management-specific reports. Any data contained within the system on the Task SLAs and related records can be reported on.

Below are instructions on how to create a pair of sample Service Level Management reports. The first is a pie chart of SLAs by Stage and the second is a bar chart of Breached SLAs, grouped by which service desk associate. The third is a list of SLAs grouped by state assigned to a particular user, and will be made into a gauge to be put on a user's homepage.

Note
Note: Because OLAs and Underpinning Contracts are defined on the Task SLA [task_sla] table, the reports below report on SLAs, OLAs, and Underpinning Contracts. To report on SLAs only, add the filter SLA.Type is SLA. This requires dot-walking.

2 SLAs by Stage

To report on SLAs by Stage:

  1. Navigate to Reports > View / Run and click New.
  2. Populate the form as follows:
    • Name - SLAs by Stage.
    • Type - Pie Chart
    • Table - Task SLA [task_sla]
    • Group By - Stage
    • Display grid - Checked
    SLAReport4.png
  3. Select Run Report.
  4. The pie chart appears as follows if you are using the 2010 engine, or have the Enable compatibility with 2010 'breached' status of SLAs property checked:
    SLAs-by-stage-2010.png
  5. The pie chart appears as follows if you are using the 2011 engine, with the Enable compatibility with 2010 'breached' status of SLAs property unchecked:
    SLAs-by-stage-2011.png
  6. Click Save.

3 Breached SLAs by Assignee

To report on Breached SLAs by Assignee:

  1. Navigate to Reports > View / Run and click New.
  2. Populate the form as follows:
    • Name - Breached SLAs by Assignee.
    • Type - Bar Chart
    • Table - Task SLA [task_sla]
    • Group By - Dot-walk to Task.Assigned_to.
    • Filter and Order - either Stage is Breached (if using the 2010 engine) or Has breached is true (if using the 2011 engine).
    • Display grid - Checked
    So, if using the 2010 engine:
    Breached-SLAs-By-Assignee-2010.png
    If using the 2011 engine:
    Breached-SLAs-By-Assignee-2011.png
  3. Select Run Report. The bar chart should appear as follows:
    SLAReport2.png
    SLAReport3.png
  4. Click Save.

4 SLAs Assigned to Me

To report on SLAs Assigned to current user:

  1. Navigate to Reports > View / Run and click New.
  2. Populate the form as follows:
    • Name - SLAs Assigned to Me.
    • Type - List
    • Table - Task SLA [task_sla]
    • Group By - Stage.
    • Columns - Task, SLA, Stage, Start time, Actual Elapsed Time and Actual Elapsed Percentage.
    • Filter and Order - Dot-walk to Task.Assigned_to is the user's name. In this example, it will be Task.Assigned_to is ITIL User.
    SLAReport7.png
  3. Select Run Report. The list should appear as follows:
    SLAReport8.png
  4. Click Add to Homepage, and select a particular dropzone. The report will now appear on the last homepage viewed.
    SLAHomepage.png
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