Retrieve the age of oldest ticket that is kept open

[Vamshi_ch123]

Hi All, 

I'm trying the fetch the age of oldest incident ticket that is still open in report

i) I have written a script include and make a call of this script to report but it's giving me the invalid and wrong input.

ii) I have tried this script in background but here it is showing an error 

How to fetch the age in days.

var num = [];
 var gr_old = new GlideRecord('incident');
		gr_old.addEncodedQuery('stateNOT IN6,7,8^assignment_group=1c3d4688db3bb380c6e8ba2139961995');
        gr_old.orderBy('sys_created_on');
        gr_old.query();
        if (gr_old.next()) {
            var gdt = new GlideDate();
            gr_old.u_today = gdt;
			gs.info('Oldest @@@ '+gdt);
            num.push(gr_old.getValue('number'));
            gr_old.update();
        }
        return num;
    },

[Sandeep Rajput]

@Vamshi_ch123 Use the following script to get the incident which is the oldest incident and still in the new state.

var glideIncident = new GlideRecord('incident');
glideIncident.addQuery('state',1);
glideIncident.orderBy('sys_created_on');
glideIncident.setLimit(1);
glideIncident.query();
if(glideIncident.next()){    
    var incidentDate = new GlideDateTime();
    incidentDate.setValue(glideIncident.sys_created_on);
    var dur = new GlideDuration();
     dur = GlideDateTime.subtract(incidentDate,new GlideDateTime());

    gs.info('Incident '+ glideIncident.number +' has been in the New state since '+dur.getDisplayValue());
}

[Vamshi_ch123]

Hi @Sandeep Rajput 

I tried executing this script in the background it's giving me the result but when I call this script to report it's giving the age as null 

[Sandeep Rajput]

@Vamshi_ch123 The script I have shared returns the number and Age of the open incident. If you want only the number then modify the script as follows.

var glideIncident = new GlideRecord('incident');
glideIncident.addQuery('state',1);
glideIncident.orderBy('sys_created_on');
glideIncident.setLimit(1);
glideIncident.query();
var number='';
if(glideIncident.next()){    
number=glideIncident.getValue('number');
}

return number;

Please note that age will not be returned in this case. If you want both then instead of returning single variable, you need to return an object.

var glideIncident = new GlideRecord('incident');
glideIncident.addQuery('state',1);
glideIncident.orderBy('sys_created_on');
glideIncident.setLimit(1);
glideIncident.query();
var oldIncident = {};
if(glideIncident.next()){    
    var incidentDate = new GlideDateTime();
    incidentDate.setValue(glideIncident.sys_created_on);
    var dur = new GlideDuration();
     dur = GlideDateTime.subtract(incidentDate,new GlideDateTime());

    oldIncident['number']=glideIncident.number; 
    oldIncident['age']=dur.getDisplayValue();
}
return oldIncident;

[Arely]

Hi could you help me to show only the age?

I want to show in a single score the age of the oldest incident.

I really appreciate your help, thanks.