This'll need two metrics, one to record assignment group "touches" and one to do the secondary logic.
1. Create a simple assignment group field value duration metric
2. Create a second metric with the below script.
This script checks to find if an assignment metric exists (it should) and returns the time the metric was created. It then creates a metric with the duration calculated on the difference of the assignment group metric start time and the current time.
var mi = new MetricInstance(definition,current);
var start = groupMetric();
if(start != null && !mi.metricExists()){
var gr = mi.getNewRecord();
gr.start = start;
var now = new GlideDateTime();
gr.end = now;
gr.duration = gs.dateDiff(start, now);
gr.value = current.getDisplayValue('assigned_to');
gr.calculation_complete = true;
gr.insert();
}
function groupMetric(){
var metricGR = new GlideRecord('metric_instance');
metricGR.addQuery("definition","06f9db6d2f94a8101c43bed72799b6c2"); //sys_id of assignment group touch metric (store in sys property);
metricGR.addQuery("id",current.sys_id);
metricGR.addQuery("value",current.getDisplayValue("assignment_group"));
metricGR.query();
metricGR.next();
return metricGR.start;
}
Result: We can see the incident was assigned to ACME Support at 21:42:35 and then an assignee allocated at 21:43:15. This shows a 40 second window between the assignment group being set and then actually being assigned to a user to fulfill.
Hello again Kieran,
I think I may have found a simpler solution. Because the metric I'm using is capturing the duration separate from the value field, I modified the script to set the value to current.assignment_group.name.
function createMetrice(value) {
var gr = mi.getNewRecord();
gr.value = current.assignment_group.name;
gr.start = current.sys_updated_on;
gr.end = gs.nowDateTime();
gr.duration = gs.dateDiff(gr.start.getDisplayValue(), gr.end.getDisplayValue());
gr.calculation_complete = true;
gr.insert();With this addition, I'm now able to filter the instances based on the value to exclude assignment groups I don't need to count the metric instance for...
I know it's not very elegant because to filter the report requires a perfect match of the assignment group name to but if I could get away with just one metric I'd prefer this method.
What do you think?
Kevin
You are correct sir. When I first started playing around with it I thought it was calculating correctly but in the subsequent tests it only recorded a duration of 2-4 seconds.
I created the two metrics per your instructions and it's working wonderfully. The only problem is that I need to create a metric instance for the duration for each assignment group that touches it. Right now, there is only once instance being created (the first team).
I tried removing
!mi.metricExistsfrom the if statement in the 'Time Until Assigned to Fulfiller' script but now I'm getting two records...
I'm not sure what I need to do to remove the duplicate with no duration...
Thanks so much for your help Kieran!
Kevin
