Create Metrics Definition to capture Updated By

[wesley_p]

Hey everyone, 

I'm a novice with ServiceNow (currently Jakarta), and our organization doesn't have a developer, so if I want something, I have to learn it myself.  I'm normally fine with that, but I'm stuck on a recent project. 

I need to report on the # of Work Notes updates made, grouped by user.  By my research, I'll need to script a Metrics Definition to collect this information.  I'm trying to do this, but I'm not having any luck.  

For some context, I want to report on Work Notes updates by user because I have a team of student workers who can't take ownership for Incidents per ITIL's normal methodology.  If I have a number of Work Notes updates per Student Tech, I can use that to gauge how many tickets/week are being worked on.  

Here's what I have so far: 

// variables available
// current: GlideRecord - target incident
//definition: GlideRecord - (thisrow)

if (current.work_notes.changes())
	createMetric();

function createMetric(value) {
  var mi = new MetricInstance(definition, current);
  if (mi.metricExists()) 
    return;
	
	var gr = mi.getNewRecord();
	gr.start = current.sys_created_on;
	gr.end = current.sys_updated_on;
	gr.value = current.sys_updated_by.getDisplayValue();
	gr.insert();
}

Any suggestions?  Thank you!

[Michael Fry1 · Accepted solution]

You can't use .changes() in a metric script. It only accept current, period. You can throw that script into a business rule.

Review this thread on how to do that: https://community.servicenow.com/message/899065#899065

[wesley_p]

Thank you Michael!  I followed the instructions in that thread and am now able to report on changes in the Incidents table.  

[Michael Fry1]

Great!