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.
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.
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
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. th-cam.com/video/YrVBaGWafc8/w-d-xo.html
Thank You, Jason! This is great and very informative!!
good one.
+1 , we need to save the report after changes on sharing options (10:31) , otherwise wont work for others
Thank you Jason!
just curious, as there is response SLA and resolution SLA, how do you return JUST the 'response sla' or just the 'resolution sla'
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.
How can I create a Response SLA and Resolution SLA report from scratch?
Thanks in advance
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.
Can you help me with a strategy to track and report reoccurring incidents?'
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?
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
Hi Andrew! Please contact me via Linkedin and I’ll setup some time to help.
How to measure SLA where multiple IT teams were engaged for a single incident or a Major incident? How would you calculate in ServiceNow?
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.
th-cam.com/video/YrVBaGWafc8/w-d-xo.html
not find Has Breached under group by, any clue
Check the table name. Make sure it is task_sla
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%
Ok. I will develop some content to get you started.