In the given scenario it should give the group of category and give avg resolution time for category

[Kongaleti Navee]

Usecase: Calculate the average resolution time for incidents in a specific category.

Description: Implement a Script Include that calculates the average resolution time for incidents in a particular category based on their start and end time fields.

[Saurabh Gupta]

Hi,
Where you need this average?
You can create it using performance analytics.

[Kongaleti Navee]

i want to show it in the background script what was the resolution that each category is taking like for example given  below as it show on the background script.

var CalculateDuration = Class.create();

CalculateDuration.prototype = {

    initialize: function() {},

    type: 'CalculateDuration',

   calculateDurationDate:function(dateof){

gs.info('newdate of'+dateof.sys_created_on)

gs.info('olddate of'+dateof.u_duration)

gs.info('olddate of'+gs.dateDiff(dateof.sys_created_on,dateof.u_duration,true))

   }

};

background script

var gr = new GlideRecord('incident');

gr.addQuery('sys_id','471bfbc7a9fe198101e77a3e10e5d47f');

gr.query();

if(gr.next()){

    gs.info(gr.number)

    new CalculateDuration().calculateDurationDate(gr);

}

result:-

*** Script: INC0000039
*** Script: newdate of2023-07-12 00:42:29
*** Script: olddate of
*** Script: olddate ofnull

[AndersBGS]

Hi @Kongaleti Navee ,

It doesn't make any sense to create a script include to calculate the average resolution time for a specific category. You instead will utilize performance analytics to calculate the requested calculation.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders 

[Dr Atul G- LNG]

Hi @Kongaleti Navee 

Look like you are putting your requirement to the community to provide you a readymade solution.  Please share what you tried

- Did you try with reporting

- Give a try on PA as this require calculations.

Give a try buddy, and share the feedback, we all are to guide you, support you.