Calculate Incident on hold duration

[Pooja68]

The requirement is to calculate the on hold duration of an incident. Whenever an incident state changes from on hold , it should populate the total on hold time in a new field 'On hold Clock'.

The code I am using reflects first on hold time when my incident goes on hold for second time , but its not working for first time, tried putting a delay but did not work.

Before BR

Table: incident, Condition: state changes from On hold

gs.sleep(8000);
var timems =0;
var tm = 0;
var gr=new GlideRecord('metric_instance');
gr.addQuery('id',current.sys_id);
gr.addQuery('value','On Hold');
gr.query();
while(gr.next()){
tm = gr.duration.dateNumericValue();
timems += tm;

}
current.u_on_hold_clock.setDateNumericValue(timems);

Please suggest the modification to make it work in first time itself.

Thanks

Pooja

[Tony Chatfield1]

Hi, using any form of sleep() in your code is not advisable, as it can (and will) have a detrimental impact on your instance performance.

 It would be a better utilization of system resources to either

Add another field to your incident of type date\time, EG u_paused_time
Then in a beforeBR, if the incident is placed on hold set u_paused_time with the paused date\time.
if the incident is taken of hold, calculate the hold time (current time – u_paused_time) and add this value to your existing ‘On hold Clock’ field;
Then reset u_paused_time to '', NULL or epoch (depending on your preference).

 Another other option would be an OLA\SLA that tracks hold time and an afterBR on task_sla which would update incident ‘On hold Clock’ with the pause time.

The additional incident update this solution requires would still be much better for your operational environment than locking a worker with sleep().
As a bouns the OLA\SLA will manage schedules for you without any additional coding.

[Pooja68]

Thanks Tony,

Add another field to your incident of type date\time, EG u_paused_time
Then in a beforeBR, if the incident is placed on hold set u_paused_time with the paused date\time.
if the incident is taken of hold, calculate the hold time (current time – u_paused_time) and add this value to your existing ‘On hold Clock’ field;

This logic worked.

[Akshay Patil4]

Hello @Pooja68 

Would you please share the final code here? I have also similar requirement

[Sohail Khilji]

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