Complete metric instances after ticket is closed

[Annika Aaltonen]

There are some OOTB metrics definitions on the incident table, out of which the ones tracking Assignment group and Assigned to Duration are completing / closing once the ticket changes to inactive, and the duration is calculated.

I created these same metrics on the sc_req_item table, but this above described behaviour is not happening. When I close the RITM ticket, the metric instances tracking the current values of assignment group and assigned to are left active with no duration. What do I need to change to reflect this same behaviour that is occurring OOTB on the INC table?

TIA,

Annika

[Ravi9]

why dont you share all ur code and config ? 

[Annika Aaltonen]

Hi Ravi,

The only thing I did so far is I inserted new Metric definitions for Field Value Duration on the fields Assigned to, Assignment group and State on the sc_req_item table. There is no code etc.

Everything seems to be working fine except this issue I described above. So I wonder if I need to reflect these new Metric definitions in some existing BRs, Script Includes or similar for them to work the same way as the ootb ones.

Thanks!

Annika

[Annika Aaltonen · Accepted solution]

Solution:

I needed to create a new Metric Definition on the sc_req_item table (same definition exists on the INC table OOTB, so just copy that one, called "Open") on the Active field, with a script to take care of completing the duration calculations:

if (!current.active) {
answer = false;
mi.endDuration();
closeDurations(mi.current);
}

function closeDurations(current) {
var gr = new GlideRecord('metric_instance');
gr.addQuery('id', current.sys_id);
gr.addQuery('calculation_complete', false);
gr.addQuery('definition.type', 'field_value_duration');
gr.query();
while (gr.next()) {
var definition = new GlideRecord('metric_definition');
definition.get(gr.definition);
var mi = new MetricInstance(definition, current);
mi.endDuration();
}
}

[Linda_G]

Do you know how to update the metrics for tickets that were already closed? I'm not sure if a fix script would work?