Metric definition for sys_updated_by

[ddhaene]

I can't figure out why the metric does not create an instance if I am "watching" sys_updated_by or sys_mod_count. Has anyone else had a problem like that?

I have one metric definition that is a script calculation and another setup as a field value duration. I tried using sys_updated_by in the field value calculation and didn't "catch" anything. I also tried using sys_mod_count in the field value calculation and got no love.

That makes me wonder if these fields are really eligible for this kind activity. I looked at the "First Call Resolution" metric definition. It uses if (current.sys_mod_count == 0) { in the script and that seems to work no problem. That makes me wonder if I even have a clue how metrics really work. I have read and followed the wiki article

Metric Definition Support - ServiceNow Wiki

Ultimately, I am trying to get a count of tickets that the Service Desk folks "handle" without getting credit. We can run reports on sys_updated_by but that doesn't help if the ticket has been worked and closed by someone else. So, I'm thinking a metric would help me capture this information as it changes.

Any ideas? Any comments?

[ddhaene]

Thank you. That's what I thought was happening.

[milesdpratt]

Hello David,

I have been requested to run just about the exact same report you describe.

Were you able to get this working? I was hoping you could share your scripts before I get started.

[ddhaene]

Still not working, no. I am trying a few things, but my priorities have been "shifted" for me. I will get back to this in a couple of weeks. I am happy to share anything I get working.

[milesdpratt]

Thanks for the reply.

We're about to get started, if we get anywhere I'll be sure to let you know.

[milesdpratt]

Hello Srinivas,

Would you mind expanding on this a little?

I am trying to create this same report. The code you provided creates the event, but I'm not sure what to do with it after that.

Thank you.