- If the incident is re-opened while in a resolved state, a new metric created

[sujaykm]

On resolve state after reopen the incident.

- If the incident is re-opened while in a resolved state, a new metric should be created

can you help me on this

[Dr Atul G- LNG]

Hi @sujaykm 

Whenever the state changes, a metric record should be automatically created to track the change.

You can put a script in metric that applies only for Resolved state.

[sujaykm]

if (current.state == 6) {

    createMetric();

}

function createMetric() {

    var gr = mi.getNewRecord();

    gr.start = current.sys_created_on;

    gr.end = current.sys_updated_on;

    var start = new GlideDateTime(gr.start);

    var end = new GlideDateTime(gr.end);

    gr.value = "Test";

    gr.duration = gs.dateDiff(gr.start, gr.end);

    gr.calculation_complete = true;

    gr.insert();

}

currently i am using this script, can u modify in this script

for this -- If the incident is re-opened while in a resolved state, a new metric created

[Ankur Bawiskar]

@sujaykm 

is that not working with OOTB metric?

You can see if State is changed to Open incident_state is also changed or not

If yes then OOTB metric definition will handle this

If not then update it so that metric takes care of this

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Mark Manders]

https://www.servicenow.com/community/developer-forum/if-the-incident-is-re-opened-while-in-a-resolve...