Incident First Response metric

[Anupriya_11]

Hi Team I have a requirement where incident is upgraded to P1/P2  'Incident First Response' metrics start date to updated as current time when the 'major incident state' field is updated proposed/accepted . If rejected  then  it should update  the Incident First Response START CONDITION override to the default (existing: CREATED TIME).

I have tried the below script  it is not working, can some one help me on this.

Requirements:

1. START CONDITION - the incident ticket MAJOR INCIDENT STATE is PROPOSED
2. STOP CONDITION - the incident ticket State is changed to or equal to IN PROGRESS, On-Hold, Resolved, Assigned
3. Assignment group is SD-GBL-CIMG
4. Assignee is not empty

5. Major Incident state is equal to ACCEPTED only

if (current.state == 2 || current.state == 3 || current.state == 6 || current.state == 8 ) // State = In Progress || On Hold || Resolved || Canceled

    createMetric();

function createMetric() {

    var mi = new MetricInstance(definition, current);

    if (mi.metricExists())

        return;

    var frMi = mi.getNewRecord();

     var MajorIncident = current.major_incident_state;

     if (MajorIncident == 1|| MajorIncident == 2) {

        frMi.start = current.sys_created_on;

     } else{

        frMi.start = current.sys_created_on;

     }

   // frMi.start = current.sys_created_on;

    frMi.end = current.sys_updated_on;

    frMi.duration = gs.dateDiff(frMi.start.getDisplayValue(), frMi.end.getDisplayValue());

    frMi.calculation_complete = true;

    frMi.insert();

}

Thanks.

[Uncle Rob]

Can you describe what you mean when you say "not working"?

[Anupriya_11]

Hello Rob,

 i have added the below condition to the existing code , where it has to update the 'Incident First Response Timestamp' metric  start  field to be updated with the  actual time , when major incident state = proposed and if rejected  it should follow the existing condition (incident creation)

but this is not working as it  is still taking the incident creation date.

Thanks