Can I know the logic for getting incidents which is "In Progress" for last 10 days

[Roshini]

Hi Team,
Can I know the logic for getting the incidents which is "In progress" for last 10 days.
I need the background script for this.
Can Someone help me to get it.

[Robbie]

Hi @Roshini - Correct, the Script takes in a few assumptions and doesn't quite meet your requirement exactly.

As per my question above - Do you have 'PA' platform analytics - reporting? Otherwise, we may need to review SLA's, Metrics or the Audit history - please confirm.

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

[Roshini]

PA is there, But for the ultimate solution of mine I don't think i can make use of PA.
As the requirement is to send mail to the assigned to's manger  for incidents which is in "In Progress".

[SAI VENKATESH]

Hi @Robbie 

Try this script:

var gr = new GlideRecord('incident');
    gr.addQuery('state', '2');
	gr.addEncodedQuery('sys_created_onRELATIVEGT@dayofweek@ago@10');
    gr.query();

    while (gr.next()) {
        gs.print('Incident Number: ' + gr.number);
    }

Thanks and Regards

Sai Venkatesh

[Robbie]

Hi @Roshini,

Building on top of what has previously been provided, a note on best practices - never user the variable 'gr'.

See why in the link below.

Additionally, this script will return Incidents that are currently 'In Progress' and have not been updated in the last 10 days. (As in their state has not changed)

@Roshini- However, and key point - that doesn't mean the list returns what you need. What happens if the incident has been updated but the state has not changed.

Do you have 'PA' platform analytics - reporting? Otherwise, we may need to review SLA's, Metrics or the Audit history.

Background Script:

var grInc = new GlideRecord('incident');
grInc.addQuery('state', '2');
grInc.addEncodedQuery('sys_updated_onRELATIVEGT@dayofweek@ago@10');
grInc.query();

while (grInc.next()) {
gs.print('Incident Number: ' + grInc.number + ' | Updated On: ' + grInc.sys_updated_on);
}
gs.print('Total Number updated: ' + grInc.getRowCount());

Link: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0713029

Reason: "When using more than one GlideRecord in your script, you may also accidentally re-use the gr name. The best practice is to use your own unique variable names, relevant to the table you are using, and never use 'gr'. e.g. So, just don't do it, and you will reduce the chances of this happening."

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie

[Roshini]

This will be giving the incidents which is "In Progress" and not updated for last 10 days.
But my requirement is to get the list of incidents which may or may not be updated but the state is "In Progress" for last 10 days.

 I tried with metric definition.
Thanks for the input