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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VShine · ‎08-24-2020

Got it...Thank you so much. Currently, I am trying to make "Duration" (Total time) to get work, but eventually, will need Business duration. Thank you for pointing out that.

One more question, I need a report on "Assignment group" - once value change to "HR Tier 2 (Escalated), how much time it take for someone to Assign ticket to themselves. I created Assignment group metric. but its giving total time (as assignment group value is not changing) Is there any better way to do this?

Carl Fransen1 · ‎08-24-2020

That's an interesting one as these two metrics are quite different and calculated separately - the assignee metric only captures how long the assignee had it, not how long when assigned to group 'x'. I would look to create a new question in the community to see if anyone has combined two measures into the one metric...

VShine · ‎08-24-2020

Yes...these are two separate metrics.....Assignment group & Assigned to.....

I will create a separate question.....thank you so much for all your guidance.

Shane J · ‎10-12-2020

I had to set my order to 110 (instead of 10) to get this to work as expected. That way it runs after the other Metrics and closes them.