Metrics definition for certain group

[SM123]

Hello All,

I'm here after Solved: Re: Metrics definition for certain group - ServiceNow Community  

I'm trying to enhance my metric definition. basically, my metric definition will capture the assigned to duration for only "prep group" assignment group members for incident table. i want last assignee's (i mean assigned to person before tickets get reassigned to other group) duration to be empty. Kindly help me with the following code

answer = (function(mi) {
    var incidentGR = mi.current;

    if (incidentGR.getValue('assignment_group') != 'Prep Group sysid') { 
        // End the existing duration field
        mi.endDuration();

        // Find the last metric instance for the same incident and clear its duration
        var metricGR = new GlideRecord('metric_instance');
        metricGR.addQuery('reference', incidentGR.getUniqueValue()); // Link to the same incident
        metricGR.addQuery('duration', '!=', ''); // Ensure we target non-empty durations
        metricGR.orderByDesc('sys_created_on'); // Get the latest metric instance 
        metricGR.query();

        if (metricGR.next()) {
            metricGR.setValue('duration', ''); // Clear the duration field
            metricGR.update(); // Save changes
        }

        // Don't allow the creation of a new metric instance
        return false;
    }

    return true;
}(mi));

 @Kieran Anson please check it out 

[Medi C]

@SM123 

Could you please try the following:

answer = (function(mi) {
    var incidentGR = mi.current;

    var prepGroupSysId = 'your-prep-group-sys-id'; // Replace this with the actual sys_id of the "Prep Group"

    // Check if the incident is assigned to a member of "Prep Group"
    if (incidentGR.getValue('assignment_group') != prepGroupSysId) {
        // End the existing duration field for non-prep group assignees
        mi.endDuration();

        // Find the last metric instance for the same incident and clear its duration
        var metricGR = new GlideRecord('metric_instance');
        metricGR.addQuery('reference', incidentGR.getUniqueValue()); // Link to the same incident
        metricGR.addQuery('duration', '!=', ''); // Ensure we target non-empty durations
        metricGR.orderByDesc('sys_created_on'); // Get the latest metric instance
        metricGR.query();

        if (metricGR.next()) {
            // Clear the duration for the last assignee's metric instance
            metricGR.setValue('duration', ''); 
            metricGR.update(); // Save changes
        }

        // Return false to prevent the creation of a new metric instance
        return false;
    }

    // Allow the creation of the metric instance if the group is "Prep Group"
    return true;
})(mi);

[SM123]

@Medi C 

sometimes it's working sometimes it's not. I have tested the following scenario

First i ticket to some other group then again i reassigned to "Prep Group" and changed assignees in the same group. then again i reassigned ticket to some other random group. I see that duration is not empty for the last assignee of "PREP group"

[Vishal Jaswal]

Hello @SM123 

Your code will work fine. Here are the steps to adhere:

All > Metrics > Defintions (Table Name: metric_definition) > Click New

answer = (function (mi) {
   var incidentGR = mi.current;
   if (incidentGR.getValue('assignment_group') !== 'sys_id of prep group')   {
       // End the existing duration field
       mi.endDuration();
       // Find the last metric instance for the same incident and clear its duration
       var metricGR = new GlideRecord('metric_instance');
       metricGR.addQuery('reference', incidentGR.getUniqueValue()); // Link to the same incident
       metricGR.addQuery('duration', '!=', ''); // Ensure we target non-empty durations
       metricGR.orderByDesc('sys_created_on'); // Get the latest metric instance
       metricGR.query();
       if (metricGR.next()) {
           metricGR.setValue('duration', ''); // Clear the duration field
           metricGR.update(); // Save changes
       }
       // Don't allow the creation of a new metric instance
       return false;
   }
   return true;
})(mi);

Validate in All > Metric > Instances (Table Name: metric_instance). 

Here is an example screenshot:

Now the Incident is assigned to a different Assignment group with different Assigned To

You can notice the same metric definition did not have any recent entry in the metric_instance table

Hope that helps!

[SM123]

@Vishal Jaswal ,

sometimes it's working sometimes it's not. I have tested the following scenario

First i assigned ticket to some random group then again i reassigned to "Prep Group" and changed assignees in the same group. then again i reassigned ticket to some other random group. I see that duration is not empty for the last assignee of "PREP group".