Time duration in metrics

[Anandini]

adding a new metrics instance definition type. Use case is a "new" created ticket time spent from the point its new and unassigned to "Assign to."

Help show how long tickets sit unmanaged.

[Manikanta Kota · Accepted solution]

Hi @Anandini ,

You can Create SLA for the above mentioned.

Should my answer prove to be helpful, kindly mark it as such by clicking "Accept as Solution" and "Helpful."

regards,

Manikanta. Kota

[Manikanta Kota · Accepted solution]

Hi @Anandini ,

You can Create SLA for the above mentioned.

Should my answer prove to be helpful, kindly mark it as such by clicking "Accept as Solution" and "Helpful."

regards,

Manikanta. Kota

[Aditya02 · Accepted solution]

Hi @Anandini ,

You can follow these steps to get your job done:

1. Navigate to Metrics Definitions:
2. Go to Metrics > Definitions and click on Create New.
3. Set Up the Metric Definition:

• Name: Provide a name for the metric.
• Table: Select Incident.
• Field: Choose Assigned to.
• Type: Select Script Calculation.

Script Calculation:  Use the following script to create the metric:

var AssignedTo = current.assigned_to;
if (AssignedTo != '')
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();
}

This script checks if the Assigned to field is not empty and then creates a metric instance,
calculating the duration from when the incident was created to when it was updated.

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"If you found my answer helpful, please give it a like and mark it as the accepted solution. It helps others find the solution more easily and supports the community!"

Thanks & Regards,

Aditya

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[brahmandlapally]

Hi @Anandini 

Steps to create a metric for 'New to Assigned' in ServiceNow:

1. Go to the Metric Definitions module
2. Configure the Metric Definition
3. Set the Conditions (Start and End Conditions).
4. Duration Calculation.
5. Save the Metric Definition:
6. Test the Metric: