How to count the number of time the State of the Incident Field sets to on-hold?

[sashichand]

Hi All,

How to count the number of times the incident state sets to on-hold. And i want to send an email to caller whenever the state is on-hold along with the count.

**There is an OOB for Reopen count, is there anything similar to that we have.

How to achieve this, Kindly suggest.

Thank You

[sashichand]

I am new to scripting side, my guess the script is incorrect.

i have a custom field as u_onhold_count (read-only)

var count = 0;
var gr = new GlideRecord('incident');
gr.query();
while(gr.next()){
if (gr.state == '3')
{
  count++;
}    
gr.setValue('u_onhold_count', count);
gr.update();
}

[Shweta KHAJAPUR]

Hi,

If you want to store the count then create custom filed like Reopen count and store the value whenever state changes to on-Hold.

[sashichand]

Yes, i am trying the same, but i am not able to set the value to that custom field.

I am new to scripting as well, so i am guessing my script is not correct.

var count = 0;
var gr = new GlideRecord('incident');
gr.query();
while(gr.next()){
if (gr.state == '3')
{
  count++;
}    
gr.setValue('u_onhold_count', count);
gr.update();
}

kindly suggest on the script

[Omkar Mone]

Hi 

Is this a before insert update BR ?

Or you can do it from Action coloumn also. No need of a script.

Mark correct if it helps.

Regards,

Omkar Mone

www.dxsherpa.com

[Shweta KHAJAPUR · Accepted solution]

Hi,

 Just write before insert/Update BR with the condition as stae changes to on_hold and with that script,

var count =current.u_onhold_count;

 count++;

current.setValue('u_onhold_count', count);