Age field on task table

[snehalkhare]

Hi All ,

I want to create a field which calculates age of the open tickets on the task table . I want it on Task table so that it can be used to calculate the age of all the tickets - incident , problem ,request etc.

How this can be done ? After creating this field it has to be used for reporting on task table , means all the open tickets -incident , problem ,request etc. ( ages ) can be represented in the report.

Thanks & Regards,

Snehal Khare

[Aakash Shah4]

Try this

Create a new field of type duration on task table. You may name it as 'Age'.

Write an After-Update Business Rule with condition 'When State Changes To Resolved'

Script:

calculateAge();

function calculateAge(){

var datedif = gs.dateDiff(current.sys_created_on,current.resolved_at);

current.u_age = datedif;

current.update();

}

[snehalkhare]

Hi Aakash,

I don't want the age of the resolved tickets , I want to calculate the age of the ongoing tickets on which the assignee's are still working on .

How will this calculate the ages for incidents ,problem etc.. I guess the state values will be different for different table

Thanks

Snehal Khare

[preddy]

Hi Snehal,

1. Create one Filed in Task table.

2. Create Schedule job Daily it will run . This scheduled job will calculate the Active tickets age how many days back ticket is created.

Scheduled job:

var gr = new GlideRecord("task");

gr.addEncodedQuery('sys_class_name=incident^ORsys_class_name=problem^ORsys_class_name=sc_req_item');

gr.addActiveQuery();

gr.query();

while (gr.next())

      {

      var currentTime = gs.nowDateTime(); // Get the current date time in users timezone

      var createdOn = gr.sys_created_on.getDisplayValue(); // Task created time in GMT(system default time zone)

      var datedif = gs.dateDiff(createdOn, currentTime,true); // calculate in seconds

      if(datedif<86400)

              {

              gr.u_age = 0;

      }

      else

              {

              gr.u_age = (datedif/86400);

      }

      gr.autoSysFields(false);

      gr.update();

}

Please Hit Correct if this helpful

[Ujjawal Vishnoi]

Hi Snehal,

Perform the below mentioned steps.

1. Create a string type field on task table named 'Age'.

2. Create a schedule job as mentioned below. (Set the frequency of the job as per the frequency of the report run.)

var tsk= new GlideRecord('task');

tsk.addActiveQuery();

tsk.query();

while(tsk.next())

{

tsk.autoSysFields(false);

tsk.setWorkflow(false);

var inc_age =gs.dateDiff(tsk.sys_created_on.getDisplayValue(),gs.nowDateTime(),false);

var dur = new GlideDuration(inc_age);

dur=dur.getRoundedDayPart();     //This will give you age in days only

tsk.u_age=dur;       //u_age is the backend name of the age field

tsk.update();

}

Hope this helps.

Regards

Ujjawal