Help With 'Time Until Assigned' Metric

[Kevin Ng]

My company would like to start reporting on the time it takes (duration) when a ticket is assigned to a group and when it's actually assigned to an individual. I found a post from someone with similar requirements and have modified their metric to closer meet my company's needs...

if (current.assigned_to != '')


  {


  var value = false;


  if (!current.active)


  value = true;



  createMetrice(value);



}




function createMetrice(value) {

  var gr = mi.getNewRecord();


  gr.field_value = value;


  gr.start = current.sys_updated_on;


  gr.end = gs.nowDateTime();


  gr.duration = gs.dateDiff(gr.start.getDisplayValue(), gr.end.getDisplayValue());


  gr.calculation_complete = true;


  gr.insert();


}

The problem that I'm having is that in situations where an incident is assigned to multiple groups, I'm unable to filter which assignment group is associated with the metric instance. 

Is there any way I can capture the current assignment group at the time of the metric instance creation?

Thank you!

Kevin

[Khalnayak]

Hi 

see the below thread

https://community.servicenow.com/community?id=community_question&sys_id=8592d019dbf077c413b5fb243996...

[Kieran Anson · Accepted solution]

This'll need two metrics, one to record assignment group "touches" and one to do the secondary logic.

1. Create a simple assignment group field value duration metric

2. Create a second metric with the below script.

This script checks to find if an assignment metric exists (it should) and returns the time the metric was created. It then creates a metric with the duration calculated on the difference of the assignment group metric start time and the current time.

var mi = new MetricInstance(definition,current);
var start = groupMetric();

if(start != null && !mi.metricExists()){
	var gr = mi.getNewRecord();
	gr.start = start;
	var now = new GlideDateTime();
	gr.end = now;
	gr.duration = gs.dateDiff(start, now);
	gr.value = current.getDisplayValue('assigned_to');
	gr.calculation_complete = true;
	gr.insert();
}


function groupMetric(){
	var metricGR = new GlideRecord('metric_instance');
	metricGR.addQuery("definition","06f9db6d2f94a8101c43bed72799b6c2"); //sys_id of assignment group touch metric (store in sys property);
	metricGR.addQuery("id",current.sys_id);
	metricGR.addQuery("value",current.getDisplayValue("assignment_group"));
	metricGR.query();
	metricGR.next();
	return metricGR.start;
}

Result: We can see the incident was assigned to ACME Support at 21:42:35 and then an assignee allocated at 21:43:15. This shows a 40 second window between the assignment group being set and then actually being assigned to a user to fulfill.

[Kevin Ng]

Hello again Kieran,

I think I may have found a simpler solution. Because the metric I'm using is capturing the duration separate from the value field, I modified the script to set the value to current.assignment_group.name.

function createMetrice(value) {

  var gr = mi.getNewRecord();

  gr.value = current.assignment_group.name;
  gr.start = current.sys_updated_on;
  gr.end = gs.nowDateTime();
  gr.duration = gs.dateDiff(gr.start.getDisplayValue(), gr.end.getDisplayValue());
  gr.calculation_complete = true;
  gr.insert();

With this addition, I'm now able to filter the instances based on the value to exclude assignment groups I don't need to count the metric instance for...

I know it's not very elegant because to filter the report requires a perfect match of the assignment group name to but if I could get away with just one metric I'd prefer this method.

What do you think?

Kevin

[Kieran Anson]

What field has that metric been set to? That metric doesn't look like it would capture a duration as the start time is sys_updated_on and the end is nowDateTime() which will be no more than a few seconds apart.