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

[Andrea Lorenzo]

Hello, 

Would you mind to share the script used to achieve this goal? I am trying to calculate the On Hold Duration but I am unable to figure on how to do the script.

Thank you,

Andrea Lorenzo Gambadoro

[Mayuri1711]

Hi @Pooja68,

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