how to create a metric defination which creates instance only when priority is changed

[Gaurav Vaze]

hello all,
i have a requirement where I have to create a report based on priority changes on incident
for this I want to create a metric defination
how ever I want to restrict the definition in a way that it should create a metric instance only when priority is actually changed but not set during initial creation
I want script for the same
help will be appriciated
any other alternative that can capture the priority change such as scrip ton sys_audit history  will also be considered
thank you

[Gaurav Vaze · Accepted solution]

just an update,
I found a workaround for the same requirement

create a script include with the following code

var threeMonthsAgo = gs.daysAgoStart(90); // Calculate the date 90 days ago
    var changedIncidents = [];

    // Query the sys_audit table for changes in the priority field of incidents
    var audit = new GlideRecord('sys_audit');
    audit.addQuery('tablename', 'incident'); // Focus on the incident table
    audit.addQuery('fieldname', 'priority'); // Focus on changes to the priority field
    audit.addQuery('sys_created_on', '>=', threeMonthsAgo); // Limit to changes within the last three months
    audit.query();

    while (audit.next()) {
        // Collect unique Sys IDs of incidents with changed priorities
        var docKey = audit.documentkey.toString();
        if (changedIncidents.indexOf(docKey) === -1) {
            changedIncidents.push(docKey); // Store the Sys ID
        }
    }

   return changedIncidents;

create a report on incident table
use filter condition as follows
sys_id          is one of the            javascript&colon; new <scriptinludename>().<functionname>()



this will give you the incidents from last 3 months for whom priority is changed
Thank you

Mark as helpful if this helped you a little

[Sohail Khilji]

Hi @Gaurav Vaze ,

By default it will capture both on insert and onupdate.

To avoid insert values you need to create a business rule which runs on prority update which creates a record on metric defination table to track all the updates on priority.

[Gaurav Vaze]

but looking at the script, we are only concerned about priority, right?
i tried this script in Si and updated the incidents but nothing was concernful
also creating metric instance a good idea however it is difficult for historical data to capture and the definition will also capture other incidents when created isn't it?

[Amit Verma]

Hi @Gaurav Vaze 

Below link could be helpful :

https://www.servicenow.com/community/developer-forum/priority-duration-metric-calculation/m-p/187828...

Thanks and Regards

Amit Verma