I am not 100% on if this is needed or not, but a while back we needed something to show aging of cases as well - from creation to close.
We built a scheduled job to calculate the aging of our cases - with the use of a 'aging category' filed. That way, we could throw that field into a report to show the aging category of a case.
Here is what we have: (u_aging_category is the custom field)
u_updateAgingCategoryField();
function u_updateAgingCategoryField() {
var elapsedTime = 0;
var openedMs=0;
var currMs=0;
var aging = '';
var queryString ='active=true';
var gr = new GlideRecord('sn_hr_core_case');
gr.addEncodedQuery('u_aging_category!=>28^ORu_aging_category=');
gr.addQuery('active',true);
gr.query();
while(gr.next()) {
openedMs= new GlideDateTime(gr.opened_at).getNumericValue();
currMs=new GlideDateTime().getNumericValue();
elapsedTime = (currMs-openedMs)/86400000;
//check to see when the item was created
if (elapsedTime <= 2) aging = '0-2';
if (elapsedTime > 2) aging = '3-7';
if (elapsedTime > 7) aging = '8-14';
if (elapsedTime > 14) aging = '15-21';
if (elapsedTime > 21) aging = '22-28';
if (elapsedTime > 28) aging = '>28';
gr.setWorkflow(false); //skip any Business Rules
gr.autoSysFields(false); //do not update system fields
gr.u_aging_category = aging;
gr.update();
}
}The timing in how you use this job is really up to you.
Now, if I were to look at a quick list view of MY cases (just to make it easier to see), we have the Aging Category field as a column to see.
Here is shows that my cases have aged greater than 28 days. Obviously, if you want to show higher than this, then you can adjust the script as you see fit (or shrink it down).
So, if I do a quick list view report on active cases, I can put my Aging field in to see. And you will notice, some of these cases are blank, due to just being created today:
Again, not sure if this is what you are looking for - just thought I would share what we had.
Thanks,
-Rob
