Trying to create an aging report

Conan_Lloyd · ‎03-23-2012

Bear with me, I'm pretty new to SN and very new to scripting. I'm pretty good at reverse engineering things but not as great at creating from scratch. After searching the forums I noticed that there didn't seem to be a way to get an aging report for incidents. (How many open are 0-2 days old, 3-7 days old, etc.)

Below is what I have tried and it's not quite working yet, anyone wanna point out where I screwed up?

I created a new field called Aging Category (u_aging_category) on the incident table.

I wrote the following script as a scheduled job:

//************************ Set Aging Category **************************************

var optime = current.opened_at.getGlideObject().getNumericValue();
var nowtime = gs.nowDateTime().getGlideObject().getNumericValue();
var totalTime = nowtime - optime ;
var calculation = totalTime/1000/60/60/24;

if (calculation <= 2){
current.u_aging_category = '0-2 Days';
}
if (calculation <= 7 && calculation > 2){
current.u_aging_category = '3-7 Days';
}
if (calculation <= 14 && calculation > 7){
current.u_aging_category = '8-14 Days';
}
if (calculation <= 21 && calculation > 14){
current.u_aging_category = '15-21 Days';
}
if (calculation <= 28 && calculation > 21){
current.u_aging_category = '22-28 Days';
}
if (calculation > 28){
current.u_aging_category = '> 28 Days';
}

In theory this should update the Aging Category field when I run the job and then I can report on it using a Pivot table. Unfortunately, the field is not updating. Any quick thoughts?

Jim Coyne · ‎03-24-2012

I believe the problem is you are not actually querying any records, nor updating them. This is what I have done.

I have a Scheduled Job...

...that calls a function in a Script Include:


function u_updateAgingCategoryField() {
  var elapsedTime = 0;
  var aging = '';
  var currentTimeNow = gs.nowDateTime();
  var gr = new GlideRecord('incident');
  gr.addEncodedQuery('u_aging_category!=>28^ORu_aging_category=');
  gr.query();
  while(gr.next()) {
    elapsedTime = (gs.dateDiff(gr.opened_at, currentTimeNow, true)) /60/60/24;

    //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();
  }
}

Notice in the function that I am excluding incidents >28 days because we do not want to keep updating them with ">28 Days" all the time.

Now for the trick so that the Pivot Table orders the columns properly - on the Aging Category dictionary record, set the Default value to be "0_2" and the Choice field to "Dropdown without -- None --" and create some Choice entries:

Otherwise the report will sort the columns alphabetically. And so you should end up with the following report:

It is setup in https://demo23.service-now.com/ at the moment. I've also attached an update set that will re-create it for you if you do not get a change to look at demo23 today.

View solution in original post

stephaniet · ‎01-28-2016

Yes! You are the best! Thank you!

Jim Coyne · ‎01-28-2016

Good, I'm glad that helped.

CFA · ‎03-25-2021

Hi @Jim Coyne , I am trying to do this but my category in the report is coming up as empty, any thoughts?

billv6 · ‎08-27-2014

Hi Jim,

Hope you can give me a little help here... I've used this to build an aging report for my customer and I'm stuck with two issues that I can not find the solution (the aging column is not sorting accordingly and the scheduled job is not calling the script include, I had to run a background script to update the Aging Category field), below what I've done:

Scheduled Job:

Script Include:

Aging Category Column:

Report Results:

It seems the report is sorting the Aging Category from the biggest results to the smallest ones, and we need to sort this by the aging itself.

I'm not sure if I was clear and you understand, if you need some clarification, please let me know.

Thanks!

Milton P. Silva Junior

Jim Coyne · ‎08-27-2014

For the Script Include issue, the name must be exactly the same as the function name. And in reality, you can skip the Script Include and dump that code into the Scheduled Script. I did it that way in case I might want to run the code from somewhere else.

What version is your instance running? Your setup seems OK for the ordering of the Aging Category field.