How can i modify below Script

Ankit Kumar6
Tera Contributor

‎04-26-2024 12:06 AM

Hi developers,

How can exclude the time frame when the ticket is in hold state(3) in the below script.

please help me how can i modify the below script.

 

var s = current.incident_state;
if (s >= 6)
createMetric();
function createMetric() {
var mi = new MetricInstance(definition, current);
if (mi.metricExists())
return;
var gr = mi.getNewRecord();
gr.start = current.sys_created_on;
if(current.sys_updated_on=='')
{
gr.end=gs.nowDateTime();
}
else
{
gr.end = current.sys_updated_on;
}
gr.duration = gs.dateDiff(gr.start.getDisplayValue(), gr.end.getDisplayValue());
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3 REPLIES 3

Vishwa Pandya19
Mega Sage

‎04-26-2024 12:12 AM

Hi Ankit,

 

Assuming your script is working you can add below change to the condition.

var s = current.incident_state;
if (s >= 6 && s!=3)  //state is greater than or equal to 6 and state is not 3
createMetric();
function createMetric() {
var mi = new MetricInstance(definition, current);
if (mi.metricExists())
return;
var gr = mi.getNewRecord();
gr.start = current.sys_created_on;
if(current.sys_updated_on=='')
{
gr.end=gs.nowDateTime();
}
else
{
gr.end = current.sys_updated_on;
}
gr.duration = gs.dateDiff(gr.start.getDisplayValue(), gr.end.getDisplayValue());

 This will make sure that the calculation only works on other states.


If my answer helped you in any way please mark it as correct or helpful. 

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Ankit Kumar6
Tera Contributor
In response to Vishwa Pandya19

‎04-26-2024 02:38 AM

@Vishwa Pandya19 

if (s >= 6 && s!=3)

This line only check state is not in hold.

suppose my  ticket is in hold for 4hrs. then how can i subtract this time from total time to resolve a ticket.

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Maddysunil
Kilo Sage

‎04-26-2024 02:46 AM

@Ankit Kumar6 

Please try with below code

 

var s = current.incident_state;

// Check if the ticket is resolved or closed and not in the "On Hold" state
if (s >= 6 && s != 3) {
    createMetric();
}

function createMetric() {
    var mi = new MetricInstance(definition, current);
    if (mi.metricExists()) {
        return;
    }

    var gr = mi.getNewRecord();
    gr.start = current.sys_created_on;
    
    // Calculate the duration excluding time spent in the "On Hold" state
    var durationExcludingHold = calculateDurationExcludingHold(current);

    // If the ticket is still open, use current time as the end time
    if (current.active == true) {
        gr.end = gs.nowDateTime();
    } else {
        // If the ticket is closed, use the closed time as the end time
        gr.end = current.sys_updated_on;
    }

    gr.duration = gs.dateDiff(gr.start.getDisplayValue(), gr.end.getDisplayValue()) - durationExcludingHold;
}

// Function to calculate the total time spent in the "On Hold" state
function calculateDurationExcludingHold(current) {
    var holdTime = 0;
    var gr = new GlideRecord('incident_state'); // Assuming 'incident_state' is the table where state transitions are stored
    gr.addQuery('incident', current.sys_id); // Filter by the current incident
    gr.addQuery('state', 3); // Filter by the "On Hold" state
    gr.query();
    while (gr.next()) {
        var holdStart = gr.sys_created_on;
        var holdEnd = gr.sys_updated_on || gs.nowDateTime(); // If the state is still active, use current time as end time
        holdTime += gs.dateDiff(holdStart.getDisplayValue(), holdEnd.getDisplayValue());
    }
    return holdTime;
}

 

  

Please Mark ✅Correct if this solves your query and also mark 👍Helpful if you find my response worthy based on the impact.

 

Thanks

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