Catalog Task (up-to-the-minute) Aging Report

abelangulo · ‎05-19-2014

Hello,

I have a requirement from management asking for a list report showing up-to-that-minute aging of all open/active Catalog Tasks. In other words, they want to be able to see how long (duration) since the task was created, regardless of the current task state.

I already provided them a chart showing the date ranges, but that's not what they want to see.

Has anybody done this...? Any ideas on how to accomplish it...?

Thank you in advance.

tltoulson · ‎05-19-2014

Hi Abel,

Not a problem. I would actually create a new field rather than using the Duration field itself. Here's the approach:

1. Personalize the form

2. From the Create New Field in the bottom right, select Duration from the type and give the field a name

3. Click Add to add the field to the form, position it and click Save

4. From the form, right click the field and click Personalize Dictionary.

5. Click the Read Only checkmark, click the Calculated checkmark

6. In the calculated field, enter the following:

gs.dateDiff(current.opened_at.getDisplayValue(), new GlideDateTime().getDisplayValue());

That ought to work.

Setting the Duration Field Value - ServiceNow Wiki

GlideDateTime - ServiceNow Wiki

View solution in original post

mduluk · ‎05-19-2014

Have you looked at using SLAs? They have a running timer that goes from the start condition. The end condition could be closed. If you run the SLA on a schedule, (8-5 M-F) then it shows actual time and business time as well.

abelangulo · ‎05-19-2014

Matt,

I tried the SLA solution already, but I must be missing something regarding when does the SLA update. In my report, the Tasks that have not yet been completed (Open or Work in Progress states) show 0 seconds in both the "Actual elapsed time" and "Business elapsed time", and in some cases it shows 1 second, when several hours have passed...

tltoulson · ‎05-19-2014

For a realtime picture of the age of a task you really have two options:

1. SLA (as Matt has indicated)

2. Duration Field that is calculated (now - created)

abelangulo · ‎05-19-2014

Travis,

I wanted to use the calculated Duration field, but I have no idea on how to force it to calculate so that it gives the latest when the report is run...

Btw, I'm pretty new to SN, so forgive me if I'm asking obvious questions...