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();

}

View solution in original post

Alikutty A · ‎05-10-2017

Based on your configuration, the metric will stop only when assignment group changes. Have you tested it for group changes?

Thank You

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anshul_jain25 · ‎05-10-2017

yes its working when i am changing the assignment group, but what i want is that this metrics should stop also when ticket gets closed, this metrics is not giving me the duration of last assignment group.

Alikutty A · ‎05-10-2017

Can you try adding an additional script along with the above configuration.

if(current.state == 3){

answer = true;

}

Thank You

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Alikutty A · ‎05-10-2017

I tested and it worked for me

Thank You

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Alikutty A · ‎05-11-2017

Were you able to check it out?

Thank You

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