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.

[bhaskarpinnadha]

Hey KSSnyder,

Did you find a way in calculating the closed state in a metric through any script? I am currently facing the same challenge.Would be great if you can share your insights if you found the solution.

Regards

Bhaskar Chaitanya P

[Michael Fry1]

There is a Metric on the Incident table named Open. Review that Metric and you should have your answer on what to do.