Report on Incident Response Time [creation to first work_notes update], how?

[andy_dufresne]

Greetings All,

I'm tasked to capture time the response time between the Incident Create time to first worknotes created on that incident.

I'm thinking of doing this way, but

1. Creating a new SLA Definition
2. Under 'Start condition'I cannot find either comments/work_notes. So how do I capture this?

Am I thinking wrong? Is there a better approach for this?

Thanks a million!!

[Sagar Patro · Accepted solution]

Andy,

I tried it myself and it works for work notes field!!!

Please verify.

Script:

// variables available
// current: GlideRecord -  target incident
// definition: GlideRecord -  (this row)
var n = current.sys_mod_count;
gs.log("inside this 1");
if (n > 0 && current.work_notes.getJournalEntry(1) != ""){
	
	gs.log("inside this 2");
	  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.value = current.work_notes.getJournalEntry(1);
  gr.duration = gs.dateDiff(gr.start.getDisplayValue(), gr.end.getDisplayValue());
  gr.calculation_complete = true;
  gr.insert();
}

TEST:

RESULT:

Please Mark it correct and helpful if it was 🙂

[hongsok]

Hi Sagar,

I have a similar requirement as this report. I need to capture the first additional comments in the incident report. I have modified the script that you shared but it is not working. Any idea? 

[andy_dufresne]

Thanks Vidyasagar! Thanks for taking time for all the screenshots, very helpful!