Metric Definition to Calculate first assignee

[swapnil15]

Hi All,

I have a task to get the time between - when the ticket was created and the first assignee. I have created metrics for the same. I need help with the script which will exclude all the other assignees except the first and show me the time in metric definition.

[Dr Atul G- LNG]

Hi @swapnil15 

Did you try the SLA. It will be same.

[swapnil15]

Hi @Dr Atul G- LNG ,
I have an issue with the report. If the end user changes the assigned to multiple times, it will keep on updating the user. I only need the first assignee .

[Dr Atul G- LNG]

Hi @swapnil15 

Thanks for clarification. In this case you need to do metrics Script only and @Saurabh Gupta   already suggested the same.

[Saurabh Gupta · Accepted solution]

Hi,

// variables available
// current: GlideRecord -  target incident
// definition: GlideRecord -  (this row)
if (current.assigned_to) {
  
      value = current.assigned_to;
     
  createMetric(value);
}

function createMetric(value) {
  var mi = new MetricInstance(definition, current);
  if (mi.metricExists()) 
    return;

  var gr = mi.getNewRecord();
  gr.field_value = value;
  gr.field = "assigned_to";
  gr.start = current.sys_created_on;
  gr.end = current.sys_updated_on;
  gr.duration = gs.dateDiff(gr.start.getDisplayValue(), gr.end.getDisplayValue());
  gr.calculation_complete = true;
  gr.insert();
}