How to calculate Incident state duration (from open to resolved) minus onhold state duration

[Kevin68]

hi

How to calculate incident state duration(from open to resolved) minus onhold state duration using metric table?

[Uncle Rob]

There should already be metric definitions for Incident duration (raw open to closed)
There should already be a metric definition for Incident State.

So you just write a scripted metric definition similar to the OOB Incident Duration one... except this time you isolate ANY state metric_instances for On Hold, sum them up, and subtract them from the Duration.

[Kevin68]

Hi Robert

yes, I have tried the similar way (w.r.t 'Create to Resolve Duration' metric definition) but this is not working

please check once.

var s = current.incident_state;
if (s >= 6)
  createMetric();

function createMetric() {
  var mi = new MetricInstance(definition, current);
  if (mi.metricExists()) 
    return; 

  var gr = mi.getNewRecord();
  gr.start = current.sys_created_on;
  gr.end = current.sys_updated_on;
  gr.time = gs.dateDiff(gr.start.getDisplayValue(), gr.end.getDisplayValue());
	var gr1 = new GlideRecord('incident_metric');                                          //new lines from here
	gr1.addQuery('mi_value=On Hold^inc_number='+current.inc_number);
	gr1.query();
	if (gr1.next()){
		gr.duration =  gs.dateDiff(gr.time.getDisplayValue(),gr1.mi_duration.getDisplayValue());  // to here
  gr.calculation_complete = true;
  gr.insert();
	}
 }

[AndersBGS]

Hi @Kevin68 

I would recommend to not utilize a custom script and not utilizing the metric table, but instead create a SLA/OLA to ensure Start condition, pause condition and stop condition. Furthermore, you need to create the MTTR report through Performance Analytics where you're going to utilize a formula indicator to do the calculation based on the SLA/OLA.

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.

Best regards

Anders

[Kevin68]

Hi Anders, the requirement is for the already closed tickets like 3 months old. now configuring SLA will only work new incidents right?