Metrics with script calculation.

[shalinikacham]

Hi all,

I'm trying to create metrics to calculate 'Time between ticket creation and ticket closure' for a particular assignment group.

I've written the following code so far but the script doesn't work at all whatever the condition is.

From Subject Received Size Categories Andy Parimi FW: ServiceNow Metric Data 8:40 AM 40 KB

[Chuck Tomasi]

FYI - Metrics

[shalinikacham]

Yes. I've done some research on the same but i'm unable to figure out how to trigger the event using a business rule? What should be the condition in the BR?

Help appreciated. Thanks so much.

[Michael Fry1]

You might want to add additional conditions like:

var s = current.incident_state;

if (s > 6)

otherwise the Metric will trigger every update as long as the group is IT-AppDeploy

[shalinikacham]

Thanks Michael. The problem is, It is not triggered at all. Learned that i have to write a BR for it but not sure what it should include.

[Michael Fry1]

The BR can contain your script, and the conditions would go into the conditions field.

Here is an example of how to write the BR: Re: Is there a way to report on audits in a way that is efficient (or a way to report on user action...