MTTD Calculation (Time taken from Incident creation till the assigning to the resolver group)

[vgani]

Hi All,

The requirement is to calculate the duration between Incident Creation time  to Resolver Group Assignment time. Could you please assist how to do this. We need to create a metric for each incident.

Eg:

Inc000001

Created and Assigned to SD -> 10 AM

 SD Assigned to A Group -> 11 AM

A Group sent back to SD -> 12 PM

SD Assigned inc to B Group -> 1 PM

B Group sent back to SD -> 2 PM

SD Assigned to C Group -> 3 PM (5 hours is time to taken to find the right assignment group, it needs to be stored in metric/each incident)

C Group is the right resolver team and resolved the incident.

Above details are getting stored in Sys_audit table.

Below is the BR created in incident table, need help on bold and lines.

(function executeRule(current, previous /*null when async*/) {

// Add your code here

var syid = current.sys_id;
var grpid = current.assignment_group;
var inctime = current.sys_created_on;
var mttdtime;
gs.log('MTTD Calc '+ 'Sysid ' + syid + 'Assignment Group '+ grpid + 'Inc Created time ' + inctime);

var gr = new GlideRecord('sys_audit');
gr.addEncodedQuery('documentkey',syid);
gr.addEncodedQuery('newvalue',grpid);
gr.addEncodedQuery('fieldname','assignment_group');
gr.setLimit(1);
gr.query();

if (gr.next())
{
var agrptime = gr.sys_created_on.getDisplayValue();

gs.log('Assignment Grp Time ' + agrptime);
mttdtime = agrptime - inctime;
current.u_mttd = mttdtime;

gr.update();
}

})(current, previous);

[Uncle Rob]

Querying on sys_audit is a fantastic way to make your instance unworkably slow.

Has anyone asked what itch this strange metric scratches?  What do they think it tells them?

[vgani]

Hi Robert,

Sure will keep them advised on instance performance.  

If not sys_audit which other table can get us the metric they are looking for?

Thanks

[Uncle Rob]

1) Use Metric Definitions to get the whole total age of the ticket.
2) Then use another Metric Definition (one exists OOB) to get the time per team.
Make a 3rd Metric Definition that queries for (1) and also the last metric instance generated for the task from Definition (2), and subtract 2 from 1.

Time to Last Team = Total Time - Time IN Last Team.

[vgani]

Hi Rob, 

Sorry i am not able to locate the metrics. Could you please share the script if you have any.

Thanks

Ganesh