Metric Definition Script - Incidents Reoepened where reopen_count > 0

SB87 · ‎09-22-2023

I'm new to scripting, so please excuse my inexperience.

Objective: to create a metric instance when an incident is reopened where the reopen_count > 0

Have tried: creating a field metric definition using the reopen_count field.

Issue: when a new incident gets created, an metric instant gets created where the reopen_count = 0

Can someone please help create a script that records when an incident is reopened but ignores when the reopen_count = 0 ?

Many thanks!

SB87 · ‎09-25-2023

This script appears to provide what I was looking for. Post updated in the hope it may help others:

if (parseInt(current.getValue("reopen_count"),10) > 0) {
	var now = new GlideDateTime();
	var mi = new GlideRecord("metric_instance");
	mi.initialize();
	mi.setValue("definition", definition.getValue("sys_id"));
	mi.setValue("table", definition.getValue("table"));
	mi.setValue("field", definition.getValue("field"));
	mi.setValue("id", current.getValue("sys_id"));
	mi.setValue("start", now);
	mi.setValue("end", now);
	mi.setValue("calculation_complete", true);
	mi.setValue("value", current.getValue("reopen_count"));
	mi.setValue("field_value", current.getValue("reopen_count"));
	mi.insert();
}

Metric Instance data showing what is recorded:

Same Incident was cycled between "in-progress" and "resolved" for testing purposes
Each reopened event was recorded against the same incident
This includes time (start) and value (the number of times it has been reopened)
Can return the maximum value to find out how many times an incident has been reopened (in this case, 5 times).

Kind regards,
Sal

View solution in original post

Manoj89 · ‎09-22-2023

You can try scripting something like this

// definiton: GlideRecord - this row
// current: current record
    if (current.reopen_count != 0)
        createMd();
    else
        closeMd();

//calls the script include "MetricInstance"
function createMd() {
    var md = new MetricInstance(definition, current);

    // 	check if a metric instance exists already
    if (md.metricExists()) {
        return;
    }

    var gr = md.startDuration();
}

function closeMd() {
    var md = new MetricInstance(definition, current);

    if (md.metricExists()) {
        md.endDuration();
    }
}

MetricInstance is a script include that comes OOB Script Include

SB87 · ‎09-22-2023

Hi,

The script almost works, however if I try reopening the same incident a second time it doesn't record this as a metric instance. It only displays records where reopen_count = 1.

Any suggestions?

Thanks!

Manoj89 · ‎09-22-2023

okay, try extending the code like below, I haven't tested it but 90% it should work

Note: in my instance 7 is the state closed where it is not allowed to reopen an incident.

// definiton: GlideRecord - this row
// current: current record
    if (current.state != 7 && current.reopen_count == 0)
        createMd();
    else if(current.state != 7 && current.reopen_count >= 1)
         updateMd();
    else
        closeMd();

//calls the script include "MetricInstance"
function createMd() {
    var md = new MetricInstance(definition, current);

    // 	check if a metric instance exists already
    if (md.metricExists()) {
        return;
    }

    var gr = md.startDuration();
}

function closeMd() {
    var md = new MetricInstance(definition, current);

    if (md.metricExists()) {
        md.endDuration();
    }
}

function updateMd() {
    var md = new MetricInstance(definition, current);

    if (md.metricExists()) {
        md.updateDuration();
    }else{
       md.startDuration();
    }
}

Add the following code to the script include

updateDuration: function() {
        var gr = new GlideRecord('metric_instance');
        gr.addQuery('definition', this.definition.sys_id);
        gr.addQuery('id', this.current.sys_id);
        gr.addQuery('calculation_complete', false);
        gr.query();
        if (gr.next()) {
            gr.value = this.current.reopen_count;
            gr.update();
        }
    },

SB87 · ‎09-22-2023

Hi,

Thanks for your reply.

Sorry, I'm not understanding how I should 'include' the last part of your suggestion. When I've tried adding the last part, it returns a syntax error. Can you please try sending over the full script so that I can do a full replace?

NB. on my instance, state code 7 is also "closed" and cannot be reopened.

Thanks!