Service Level Agreement Breach Prediction in ServiceNow

IT Help Desk and Ticketing Tool Companies daily receives anywhere around 100,000 to 1,000,000 tickets even though thousands of employees working on them sometimes it really gets difficult to understand which tickets are going to breach the Service Level Agreement. SLA breaches have an extremely bad impact on the reputation of service provider organization also they have a penalty for commitment breach so in order to overcome these issues and find the tickets whose SLA is going to breach we have created two machine learning models where the first models use the regression capability and finds the Estimated Time to Resolve the Ticket and calculates the SLA value from it whereas the second model uses the classification capability and predicts the SLA value. After calculating the SLA values, Reports are built on them and forwarded to appropriate teams so they can take quick action on tickets that are going to breach the SLA.