Create metrics for RITM catalog task durations.

[Rekha Tiwari]

Hi Team,

I have to Create metrics for RITM catalog task durations.

How should I proceed on this. Please help me in this.

Thanks,

Rekha Tiwari

[Tony K]

check into the metric instance definition. I have used this in the past to measure how long specific tasks sit in a certain state. 

https://docs.servicenow.com/bundle/newyork-platform-administration/page/use/reporting/concept/c_Metr...

[Mike_R]

I created a calculated duration field on the task table. Works beautifully.

Also useful in finding duration of Requested Items (RITM)

[bevo]

I had the same idea, but I was wondering how one might handle RITM that are not yet closed?
Would you script it here as well, something like:

if (current.active==false){
  return gs.dateDiff(current.opened_at.getDisplayValue(),current.opened_at.getDisplayValue(),false);
}
else{
  return gs.dateDiff(current.opened_at.getDisplayValue(), gs.endOfToday(), false);
}

Or should I move the open RITM duration calculation to a separate business rule?  Will "onQuery" run the business rule when a report is generated?

Thanks!
Tim