Metrics to be created when priority got downgraded
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12-26-2023 12:51 AM
Hi,
I have a requirement where metrics needs to be created whenever the priority got downgraded.
Can anyone help me with this
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12-26-2023 06:14 AM
Hi @Akhil42,
Write a new metrics definition ( metric_definition ) over incident table on priority field. System will create a new record in the table ( metric_instance ) whenever there is priority change and you can create report/or dashboard from that data.
-Thanks,
AshishKMishra
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12-26-2023 06:30 AM
Hi @Akhil42
You can create the metric on incident table like
But this metric will capture if either priority upgrade or downgrade, if you are happy to write code, the use script option in metric
and write code, if priorty change from 1 to 2 or 3 or 4 or
2 to 3 or 4
3 to 4
or
4 to 5 then capture else not.
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Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
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