metric is not ending when ticket gets closed

anshul_jain25 · ‎05-10-2017

I have created a metric which store duration how much time a assignment group is taking. but this metic should end when ticket is closed

calculation should complete and metric should provide duration when ticket is closed or inactive

anshul_jain25 · ‎05-24-2017

Hi Alikutty,

below is the code which i found from communities which is running for me,

if (current.state == 6) { //change according to your closed state

answer = false;

mi.endDuration();

closeDurations(mi.current);

}

function closeDurations(current) {

var gr = new GlideRecord('metric_instance');

gr.addQuery('id', current.sys_id);

gr.addQuery('calculation_complete', false);

gr.addQuery('definition.type', 'field_value_duration');

gr.addQuery('definition', '39d43745c0a808ae0062603b77018b90'); //mark your metric definition sysid

gr.query();

while (gr.next()) {

var definition = new GlideRecord('metric_definition');

definition.get(gr.definition);

var mi = new MetricInstance(definition, current);

mi.endDuration();

}

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Alikutty A · ‎05-10-2017

Hi,

Can you show a screenshot of your metric definition?

Thank You

Please Hit Like, Helpful or Correct depending on the impact of response

anshul_jain25 · ‎05-10-2017

Sure,PFB

Alikutty A · ‎05-10-2017

Is this a scoped table? If Yes, on your HR employee care table configuration, please change the application access setting to allow can update and see if it works out.

http://wiki.servicenow.com/index.php?title=Application_Access_Settings#Set_Runtime_Access_to_Applica...

Thank You

Please Hit Like, Helpful or Correct depending on the impact of response

anshul_jain25 · ‎05-10-2017

allow update is checked, metrics is also working, i want to know that when any ticket whether it is incident or hr case, what configuration needs to be done so that metrics should stop and calculate duration. in incident also i have checked metrics are not stoping for closed incident