First Call resolution Metric for HRSD

[NosazenaO308179]

Hi everyone,

I'm trying to create a metris that shows true everytime an hr case state changes from awaiting acceptance to Work in Progress.

However, my script calculation doesn't seem to work. Need some help in identifying what I'm doing wrong

I've attached my script below

if (current.state.changes() && current.state == "18") 
{
	var previous = current.state.getPreviousValue();

	if (previous == "20") {
		createMetric(true);
	} 
}

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

	var gr = mi.getNewRecord();
	gr.field_value = value;
	gr.field = null;
	gr.calculation_complete = true;
	gr.insert();

}

[Kieran Anson]

Metric's don't have access to the previous value, only the changed value. I would change your logic to create the metric instance when the state is awaiting acceptance, and close it when in WIP.

//answer and mi are passed in as part of MetricInstance script include
//calling eval()
(function(definition, current , answer, mi) {

	//using type 'Field value duration' to cater for
	//scenarios where state could cycle, and we want to create 
	//a new metric instance each time

	//Cancel existing metrics and create a new one
	if(current.getValue(definitionField) == sn_hr_core.hr.STATE_AWAITING_ACCEPTANCE){
		answer = true; //will end any previous metric instances, and create a new one
		return;
	}

	if(current.getValue(definitionField) == sn_hr_core.hr.STATE_WORK_IN_PROGRESS){
		mi.endDuration();
		answer = false; //will end any previous metric instances, and not create a new one
		return;
	}

	
})(definition, current, answer, mi);

[NosazenaO308179]

Thanks Kieran,

I did change my script to use the audit table. It works for the purpose I intended but I'm afraid it may cause performance issues. This is my new script. 

// Variables available:
// current: GlideRecord (target HR case)
// definition: GlideRecord (this metric definition)
var previousState = getPreviousState(current.sys_id, "state");
var assignmentGroup = current.assignment_group ? current.assignment_group.toString() : "";

var allowedGroups = [
	"e0cd53df1b4a021033fc855bd34bcbad",
	"d02ed79f1b4a021033fc855bd34bcb5a",
];


if (previousState == "20" && current.state == "18" && allowedGroups.includes(assignmentGroup)) { // 20 = Awaiting Acceptance, 18 = Work in Progress
   createMetric(true);
} 
// Function to get the previous state from sys_audit
function getPreviousState(recordSysId, fieldName) {
   var auditGR = new GlideRecord("sys_audit");
   auditGR.addQuery("documentkey", recordSysId);
   auditGR.addQuery("fieldname", fieldName);
   auditGR.orderByDesc("sys_created_on");
   auditGR.setLimit(1);
   auditGR.query();
   if (auditGR.next()) {
       return auditGR.oldvalue; // Return the last known state
   }
   return null; // Return null if no history found
}
// Function to create a metric instance
function createMetric(value) {
   var mi = new MetricInstance(definition, current);
   if (mi.metricExists()) {
       return;
   }
   var gr = mi.getNewRecord();
   gr.field_value = value;
   gr.field = null;
   gr.calculation_complete = true;
   gr.insert();
}

I'll test your script and let you know what I find. Thanks a lot

[Kieran Anson]

Hi,

Querying the sys_audit table is indeed strongly advised against. Did my script work? Did you try it?