service outage metrics calculation not working on the incident

[Vinod S Patil]

Hello Everyone

Need your suggestion, when incident moved to high priority its creating the service outage metrics but time/duration bot being updated. please have look at below screen shot.

@Ankur Bawiskar 

[Dr Atul G- LNG]

Hi @Vinod S Patil 

Is the group getting created automatically, or is there a manual process involved?
As far as I know, it’s a manual process.

[Ankur Bawiskar]

@Vinod S Patil 

did you identify how that Outage metrics record is created?

may be the script doesn't have logic to set those fields?

[Vinod S Patil]

@Ankur Bawiskar  @Dr Atul G- LNG 

Below after BR being used to update those details but its not working

  var logger = new global.GSLog('org.kp.itss.incident.metric.utils.log', 'KP:I00110');

    var duration = '';

    var proposedOn;

    var somc = null;

    var metricGR = null;

    var ciOutageGR = null;

    var serviceOutageMetricsGR = null;

    var newServiceOutageMetricsGR = null;

    var metricDefSysId = gs.getProperty('org.kp.itss.incident.metric.major_inc_state_dur.sys_id');

    logger.logDebug('executing');

    try {

        if (logger.debugOn()) {

            logger.logDebug('current.sys_id = ' + current.sys_id);

            logger.logDebug('current.number = ' + current.number);

        }

        somc = new global.KPServiceOutageMetricCalc();

        metricGR = new GlideRecord('incident_metric');

        metricGR.addQuery('mi_definition', metricDefSysId);

        metricGR.addQuery('mi_value', 'Proposed');

        metricGR.addQuery('inc_number', current.number);

        metricGR.orderBy('mi_start');

        metricGR.query();

        if (metricGR.next()) {

            proposedOn = metricGR.mi_start.dateNumericValue();

        }

        if (current.resolved_at != previous.resolved_at && (current.state == 6 || current.state == 7)) {

            ciOutageGR = new GlideRecord('cmdb_ci_outage');

            ciOutageGR.addQuery('task_number', current.sys_id);

            ciOutageGR.addQuery('u_state', 'IN', [1, 2, 3, 4]);

            ciOutageGR.addQuery('type', 'outage');

            ciOutageGR.query();

            if (ciOutageGR.hasNext() == false) {

                serviceOutageMetricsGR = new GlideRecord('u_service_outage_metrics');

                serviceOutageMetricsGR.addQuery('u_task', current.sys_id);

                serviceOutageMetricsGR.query();

                if (serviceOutageMetricsGR.next()) {

                    serviceOutageMetricsGR.u_total_outage_time = gs.dateDiff(current.sys_created_on.getDisplayValue(), current.resolved_at.getDisplayValue(), false);

                    serviceOutageMetricsGR.u_business_disruption_outage_hours = gs.dateDiff(current.sys_created_on.getDisplayValue(), current.resolved_at.getDisplayValue(), false);

                    serviceOutageMetricsGR.u_created_to_latest_outage_end = gs.dateDiff(current.sys_created_on.getDisplayValue(), current.resolved_at.getDisplayValue(), false);

                    serviceOutageMetricsGR.update();

                } else {

                    newServiceOutageMetricsGR = new GlideRecord('u_service_outage_metrics');

                    newServiceOutageMetricsGR.u_task = current.sys_id;

                    newServiceOutageMetricsGR.u_total_outage_time = gs.dateDiff(current.sys_created_on.getDisplayValue(), current.resolved_at.getDisplayValue(), false);

                    newServiceOutageMetricsGR.u_business_disruption_outage_hours = gs.dateDiff(current.sys_created_on.getDisplayValue(), current.resolved_at.getDisplayValue(), false);

                    newServiceOutageMetricsGR.u_created_to_latest_outage_end = gs.dateDiff(current.sys_created_on.getDisplayValue(), current.resolved_at.getDisplayValue(), false);

                    newServiceOutageMetricsGR.insert();

                }

            } else {

                somc.recalcMetricOutage(current.sys_id, duration, current.sys_created_on.dateNumericValue(), proposedOn, current.resolved_at.dateNumericValue(), current.state);

            }

        }

        if (current.resolved_at == '' && current.state < 6) {

            somc.recalcMetricOutage(current.sys_id, duration, current.sys_created_on.dateNumericValue(), proposedOn);

        }

    } catch (err) {

        logger.logErr('exception encountered, err=' + err);

    }

})(current, previous);

[Ankur Bawiskar]

@Vinod S Patil 

so what debugging did you do? added logs?