closing all the metric records

[Imran4]

Hi Team,

I am having a requirement in the CSM module. 

I want to capture all the Metric instances when the case state changed from Active to False. So, I have created a Async BR with all the Metric Definitions stored in the property. It is updating all the records sometimes and leaving few records in the very next attempt. The BR wasn't able to update all Metric Instances and leaving the very recently created when the state changes to active to false. I tried Script Include calling from the BR but failed abruptly. I have tried Scheduled Job which will trigger via After BR and it is working totally fine as expected. But my architect isn't allowing me to go through this approach. I have checked all the OOTB things but no luck. It would be great if there is any other way to proceed further or any enhancements are required to fix this issue. Thank you.

[Tanushree Maiti]

Hi @Imran4 

1. Enable Metrics for Case Tables :

1. Go to:
   System Definition → Tables

2. Open the table record:

   • sn_customerservice_case (Customer Case)

   • sn_customerservice_technical_case (Technical Case)

3. Check the field:
   Extensible or Metric tracking (depends on version — in Yokohama it’s “Metric tracking”).

4. Enable it:

   • Tick on

      Metric tracking enabled

   • Save the record

   This flag adds the hidden metric infrastructure needed for that table.

5. Reload Metric Definition form:

   • Now when you go to Metric Definitions → New,
     you should be able to select those tables from the Table dropdown.

Once the definition(s) are created, you can report on the captured data.