SLA Compliance Ratio by Assignment Group

Core ServiceNow APIs/GlideAggregate/SLA Compliance Ratio by Assignment Group/readme.md

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+Overview
+
+This script calculates the SLA breach percentage for each assignment group based on closed incidents in ServiceNow.
+It leverages GlideAggregate to count both total SLAs and breached SLAs efficiently, providing key SLA performance insights.
+
+Useful for:
+	•	SLA dashboards
+	•	Support performance tracking
+	•	Service improvement reports
+
+Objective
+
+To determine, for each assignment group:
+	•	How many SLAs were closed
+	•	How many of those breached
+	•	The resulting SLA compliance percentage
+
+Script Logic
+	1.	Query the task_sla table.
+	2.	Filter for closed SLAs linked to incidents.
+	3.	Aggregate total SLAs (COUNT) and breached SLAs (COUNT, 'breach', 'true').
+	4.	Group results by assignment group.
+	5.	Calculate breach percentage.

Core ServiceNow APIs/GlideAggregate/SLA Compliance Ratio by Assignment Group/script.js

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+(function() {
+    var ga = new GlideAggregate('task_sla');
+    ga.addEncodedQuery('task.sys_class_name=incident^active=false');
+    ga.addAggregate('COUNT'); // All SLAs
+    ga.addAggregate('COUNT', 'breach', 'true'); // breached SLAs
+    ga.groupBy('task.assignment_group');
+    ga.query();
+
+    gs.info('SLA Compliance Ratio by Group');
+
+    while (ga.next()) {
+        var total = parseInt(ga.getAggregate('COUNT'));
+        var breached = parseInt(ga.getAggregate('COUNT', 'breach', 'true'));
+        var rate = breached ? ((breached / total) * 100).toFixed(2) : 0;
+        gs.info(ga.getDisplayValue('task.assignment_group') + ': ' + rate + '% breached (' + breached + '/' + total + ')');
+    }
+
+})();