Metric to measure time incident is assigned to person to time it is resolved

[SandyL83]

Hello,

I am trying to create a metric to  measure the time from when an incident is assigned to a person (incident state changes to "Assigned") and the time the incident is Resolved (incident state changes to Resolved). 

I have the following code, but it seems to me measuring from open to resolve, not assigned to resolved. 

(Resolved= -3, Assigned is -3). Any ideas?

    var s = current.state;

    var mi = new MetricInstance(definition, current);

    if (mi.metricExists()) {

      if (s == 6) {

          mi.endDuration();

      }

    } else if (s == -3) {

        mi.startDuration();

    }

[Ranjit Nimbalka · Accepted solution]

Hi @SandyL83 ,

You can refer this https: //www.servicenow.com/community/itsm-forum/incident-metric-calculate-time-between-first-assigned-to-unt...

If my answer solved your issue, please mark my answer as ✅ Correct & 👍Helpful based on the Impact.

Regards,

Ranjit

[Bert_c1]

Hi SandyL83,

I suggest you look at the OOB metric defined for the 'incident' table and the 'incident_state' field named "Create to Resolve Duration". I do not have a choice value for 'incident_state' that is "Assigned".  The script for that metric definition is:

// variables available
// current: GlideRecord -  target incident
// definition: GlideRecord -  (this row)
var s = current.incident_state;
if (s >= 6)
  createMetric();

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

  var gr = mi.getNewRecord();
  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();
}

You can see the start value here is the 'created_on' field, so I suspect you need a "assigned_on" field to use a metric.  Others here may have another suggestion.

[Bert_c1]

And I see that is confirmed in the Accepted answer to the post Ranjit posted. You'll need a business rule to set the custom field that stores when the incident is assigned.

[SandyL83]

Hello, thank you! 

I created a custom field to capture when the incident is assigned (u_time_assigned). 

then, I set up this Before, Insert Business Rule.

However, it's still not setting that field. Any ideas on what I have wrong?

(function executeRule(current, previous /*null when async*/ ) {

    if (gs.nil(previous.assigned_to) && current.assigned_to) {

        var date_assigned_to = new GlideDateTime(gs.nowDateTime());

        current.u_time_assigned = date_assigned_to;

    }  

})(current, previous);