Get Assigned and In Progress duration

[Sergio Gonzalez]

Hi, I'm using Incident_metric table and I need a PA Script to get the Assigned and In Progress duration from "On Hold" tickets. I'm not very familiar with scripts and I believe I need GlideRecord stuff. Can someone help me or tell me how to start?

[Alex Tod1]

Hello @Sergio Gonzalez,

 If you are using a PA Script, first set your fields in the "Fields" label, through this variable you have direct access to those fields, you don't need GlideRecord.

   var assigned = current.assigned_to;
   var progressDuration = current.in_progress_duration;

[Sergio Gonzalez]

ok, I was checking the fields for the PA script, but there's no in_progress_duration.

I understand that I have to get the duration from duration field but when values is assigned and in progress, but is it possible just like you did without GlideRecord? Also, How can I check the duration just for On Hold tickets if I'm using Value=On Hold?

[Sergio Gonzalez]

Created this script, but didn't work 

if (previous.mi_value=="Assigned" || previous.mi_value=="In Progress" && current.mi_value=="On Hold"  ){

    getDuration();

}

function getDuration(){

    var duration = mi_duration;

    return duration;

}

[Bert_c1]

Hi Sergio,

Here's and example of a metric I have named "Assigned to Duration - SC Task" defined on the sc_task table.  If you want to use that feature, base your script logic like:

// variables available
// current: GlideRecord -  target incident
// definition: GlideRecord -  (this row)
var s = current.incident_state;
var g = current.assignment_group.toString();
var grp = '8a5055c9c61122780043563ef53438e3';  // Hardware, the group this applies to
//gs.info("groupOnHoldDuration: s = " + s + ", g = " + g);

if ((g != '') && (g == grp)) {
//	gs.info("groupOnHoldDuration: processing: " + current.number);
	// Check for existing metric instance
	var mi = new MetricInstance(definition, current);
//	gs.info("groupOnHoldDuration: checking for: " + definition.name + ", current: " + current.number);
	if (mi.metricExists()) {
//		gs.info("groupOnHoldDuration: Found existing metric to close, state: " + s + ".");
		// close metric, if state is no longer 'On Hold'
		if (s != 3)
			closeMetric(definition.sys_id, current.sys_id);
	}
	else {
		// start metric, if state is now 'On Hold'
		if (s == 3)
			createMetric(mi);
	}
}

function createMetric(m_i) {
	var mir = m_i.getNewRecord();
//	mir.start = current.sys_update_on;
	mir.start = new GlideDateTime();
	mir.calculation_complete = false;
	mir.value = 'On Hold';
//	gs.info("groupOnHoldDuration: creating metric to start: " + mir.start);
	mir.insert();
}

function closeMetric(def_sys_id, inc_sys_id) {
//	var mir = m_i.metricExists(); just returns T/F, so query for existing record
	var gmr = new GlideRecord('metric_instance');
    gmr.addQuery("id", inc_sys_id);
    gmr.addQuery("definition", def_sys_id);
	gmr.addQuerry('value', 'On Hold');
    gmr.query();
//	gs.info("groupOnHoldDuration: closeMetric: found: " + gmr.getRowCount() + " records for id: " + inc_sys_id);
	if (gmr.next()) {
		gmr.end = new GlideDateTime();
		gmr.duration = gs.dateDiff(gmr.start.getDisplayValue(), gmr.end.getDisplayValue());
		gmr.calculation_complete = true;
//		gs.info("groupOnHoldDuration: closeMetric: setting end: " + gmr.end);
		gmr.update();
	}
}

I don't know what a PA script is.