Retrieve the age of oldest ticket that is kept open
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04-23-2023 12:52 AM
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; },

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04-23-2023 01:26 AM
@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());
}
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04-23-2023 03:20 AM
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

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04-23-2023 04:18 AM
@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;
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09-10-2024 12:30 PM
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.