Metrics to be created when priority got downgraded

Akhil42 · ‎12-26-2023

Hi,

I have a requirement where metrics needs to be created whenever the priority got downgraded.

Can anyone help me with this

AshishKM · ‎12-26-2023

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

Please mark this response as correct and helpful if it helps you can mark more that one reply as accepted solution

Dr Atul G- LNG · ‎12-26-2023

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.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************