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

sashichand · ‎08-24-2018

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

Shweta KHAJAPUR · ‎08-24-2018

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);

View solution in original post

Naveen4 · ‎08-24-2018

https://community.servicenow.com/community?id=community_question&sys_id=684503addbd8dbc01dcaf3231f961927

Omkar Mone · ‎08-24-2018

Hi

You will have to configure a before business rule where you will have to check if the current.state is onHold. If on hold increase a counter variable like var cnt=0; if(current.state=on Hold){cnt = cnt+1;}

OR

There is a OOTB Metric "Incident state duration" for this purpose. It will give the count.

Mark correct if it helps.

Regards,

Omkar Mone

www.dxsherpa.com

sashichand · ‎08-24-2018

Thanks your reply Omkar.

You will have to configure a before business rule where you will have to check if the current.state is onHold. If on hold increase a counter variable like var cnt=0; if(current.state=on Hold){cnt = cnt+1;} ======

Script logic not working.

OR

There is a OOTB Metric "Incident state duration" for this purpose. It will give the count. ==== Not giving the count.

Omkar Mone · ‎08-24-2018

Hi

Please share the code you've written for better understanding.