Want to create a MTTR Response incident report

[MayurChaudhari]

I Want to create a MTTR Response incident report from 'Created to Assigned to'. Need to calculate time duration from Incident created to gets assigned to someone. 

This is Metric Definition for 'Create to Resolve Duration'

Code - 

// 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();

}

- What changes I have to make in it to create a Metric Definition for 'Create to Assigned to'.

Please guide me on this.

[Dr Atul G- LNG]

Sorry my friend, I am not a developer so scripting is not my area.

@Sandeep Rajput  @Community Alums @Mark Manders can you help here.

[Mark Manders]

Just don't. Use the SLA's for this. They want to report on this, so create a report on the task_sla table. You are there to provide them with the best possible solution. Metrics can have huge performance implications. 

You need to provide your clients with this information, because 'this is what we already have/did' does not make it the best solution. Please let the SLA engine take care of this requirement. 

Your metric script would look like this, but just don't use it.

var previousAssignedTo = current.getPreviousValue('assigned_to');  // Get the previous value of assigned_to
var currentAssignedTo = current.getValue('assigned_to'); 
if (!previousAssignedTo && currentAssignedTo) {
	createMetric();
}

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

	var newRecord = metricInstance.getNewRecord();
	newRecord.setValue('start', current.getValue('sys_created_on'));
	newRecord.setValue('end', current.getValue('sys_updated_on'));
	newRecord.setValue('duration', gs.dateDiff(newRecord.getDisplayValue('start'), newRecord.getDisplayValue('end')));
	newRecord.setValue('calculation_complete', true);
	newRecord.insert();
}