I need to create a field to calculate an age of incident

MR Carvalho · ‎08-23-2023

Hi guys,

I need to create a field to calculate an age of incident, but I want to calculate the age with possibilities:

If the resolved field is not empty, so make the calculation between {sys_created_on - resolved_at}

OR

If the resolved field is empty, so make the calculation between {sys_created_on - date now}.

Please, could someone help me with the code to populate my new field?

Thanks in advance.

Eswar Chappa · ‎08-23-2023

Hi @MR Carvalho check the below script

var gr = new GlideRecord("incident");
gr.addQuery('number', 'INC0010103'); // Replace with the actual incident number
gr.query();

if (gr.next()) {
var startDateTime = new GlideDateTime(gr.sys_created_on);
if(gr.resolved_at==''){
var endDateTime = new GlideDateTime();
}
else{
var endDateTime = new GlideDateTime(gr.resolved_at);
}

var duration = GlideDateTime.subtract(startDateTime, endDateTime);
var durationInMilliseconds = duration.getNumericValue();
var days = Math.floor(durationInMilliseconds / (1000 * 60 * 60 * 24));
var hours = Math.floor(durationInMilliseconds / (1000 * 60 * 60));
var minutes = Math.floor((durationInMilliseconds % (1000 * 60 * 60)) / (1000 * 60));
var seconds = Math.floor((durationInMilliseconds % (1000 * 60)) / 1000);

gs.info("Time Difference: " + days + " days, " + hours + " hours, " + minutes + " minutes, " + seconds + " seconds");

}

View solution in original post

Eswar Chappa · ‎08-23-2023

Hi @MR Carvalho can you please help me with approach, How you want to calculate the age for reference find below community article:

https://www.servicenow.com/community/developer-forum/how-to-calculate-age-of-an-incident/m-p/1424075

Please, Mark my answer as correct if it solves your issue or mark it as helpful if it is relevant for you!

Best Regards,

Eswar Chappa

Harish Bainsla · ‎08-23-2023

var resolvedAt = current.resolved_at;
var createdOn = current.sys_created_on;

if (resolvedAt) {
var ageInMillis = resolvedAt - createdOn;
} else {

var currentDate = new GlideDateTime();
var ageInMillis = currentDate.getNumericValue() - createdOn;
}

var ageInDays = ageInMillis / (1000 * 60 * 60 * 24);

current.age_of_incident = ageInDays;

MR Carvalho · ‎08-23-2023

hi @Harish Bainsla I tried to use your code, but I dont know why is not working. Please, can you check whats is wrong? Below is the code.

var gr = new GlideRecord("incident");

gr.addQuery('number', 'INC0183425'); //try pasing any random incident number for check

gr.query();

while (gr.next()) {

var resolvedAt = gr.resolved_at;

var createdOn = gr.sys_created_on;

if (resolvedAt) {
var ageInMillis = resolvedAt - createdOn;
}
else {

var currentDate = new GlideDateTime();

var ageInMillis = currentDate.getNumericValue() - createdOn;
}

var ageInDays = ageInMillis / (1000 * 60 * 60 * 24);

gr.age_of_incident = ageInDays;

gs.print(gr);
}

Many thanks.

Harish Bainsla · ‎08-23-2023

var gr = new GlideRecord("incident");

gr.addQuery('number', 'INC0183425'); // Replace with the actual incident number you want to check

gr.query();

while (gr.next()) {
var resolvedAt = gr.resolved_at;
var createdOn = gr.sys_created_on;

if (resolvedAt) {
var ageInMillis = new GlideDateTime(resolvedAt).getNumericValue() - new GlideDateTime(createdOn).getNumericValue();
} else {
var currentDate = new GlideDateTime();
var ageInMillis = currentDate.getNumericValue() - new GlideDateTime(createdOn).getNumericValue();
}

var ageInDays = ageInMillis / (1000 * 60 * 60 * 24);

gr.age_of_incident = ageInDays;

gr.update(); // Save the updated value back to the record

gs.print(gr);
}