Completing Metric Instance calculation when ticket is closed

[kssnyder]

I am using a few OOB Metrics in reports to identify duration of how long a incident ticket was assigned to a person or group, but if the ticket is closed, the last metric is not updated so that calculation is never completed. The base Metric article (http://wiki.service-now.com/index.php?title=Metric_Definition_Support) states that a script can be used to complete a metric instance when a ticket is closed, but I have not been sucessful in actually building one.

A co-worker suggested adding the following into the script section, but this did NOT stop the metric when the incident was closed:

if (!current.active) {
answer = false;
}

Any suggestions as to what the script should be are most appreciated.

The fact that the last metric is not automatically completed when a ticket is closed was alluded to in Reporting on the date/time a task was assigned to a person, but since I'm actually looking for the script I made a new post.

[Tyler Hoge - Gl]

Is there any update to this? I am having the same issue and I have tried just about everything.

[bhaskarpinnadha]

Hey Tyler.Hoge

I am currently facing the same challenge.Did you have any luck in finding a solution for this through script?

Regards

Bhaskar Chaitanya P

[mrswann]

364 views still no answer

for or an incident is possibly by design if potential to reopen?

for a change request we cannot reopen, but it's closed since it was closed. The metric instance is superfluous?

i want same thing but curious if really necessary, there must be some resources involved in every closed change clock still ticking

[Frank]

I wanted a way to calculate how long a demand stays in each state and I wanted it to terminate when it reached the last state. I spent quite a bit of time trying to get this to work correctly. I used a combination of filed valuation duration and script calculations. Never worked, the last state would always remain open or it wouldn't record the last state. I finally settled on doing everything in a script calculation. It's not in production yet, but from my preliminary testing, it seems to do what I intended. I terminate the metrics when the record goes from active to inactive. So when it reaches the final state, that last state will have an elapsed time of zero. it's all a script calculation, no field value durations.

/*
 * Metrics for tracking the changing state of demands.
 */

// If this is a new record, then create a 
// metric record.
if (current.sys_created_on == current.sys_updated_on) {
       createMetric();

// If the record is active, the previous
// metric needs to be closed and the next
// one needs to be created.
} else if (current.active) {
       closeMetric();
       createMetric();

// If the record is inactive, the previous
// metric needs to be closed and the final
// one needs to be created and then closed.
} else if(!current.active) {
       closeMetric();
       createMetric();
       closeMetric();
}

/*
 * Create a metric.
 */ 
function createMetric() {
       var mi = new MetricInstance(definition, current);
       var gr = mi.getNewRecord();
       gr.field_value = true;
       gr.start = current.sys_updated_on;
       gr.calculation_complete = false;
       gr.insert();
}

/*
 * Close a metric.
 */
function closeMetric() {
       var gr = new GlideRecord('metric_instance');
       gr.addQuery('id', current.sys_id);
       gr.addQuery('calculation_complete', false);
       gr.addQuery('definition.type', 'calculation');
       gr.query();

       if (gr.next()) {
               var definition = new GlideRecord('metric_definition');
               definition.get(gr.definition);
               var mi = new MetricInstance(definition, current);
               mi.endDuration();
       }
}