Script include which is triggering from scheduled job is giving performance issues

Anusha Dande
Tera Contributor

3 weeks ago

Hi 
To update the "age of incident" field value (like 0-3 days, 15 days, more than 15 days), the below scheduled job and script include  written but it is giving performance issues due to looping all the incidents on hour basis and populating/caluculating the "age of incident" field. Could you please suggest another approach which should give same functionality with no performance issues

Schedule job running on hourly basis

updateIncidentAge();

function updateIncidentAge(){
    var jobLogGr = new GlideRecord('samp_job_log');
    jobLogGr.initialize();
    jobLogGr.setValue('name', "Age of incident");
    jobLogGr.setValue('status', "in progress");
    jobLogGr.insert();

    try{
        new IncidentAge().process();
        jobLogGr.setValue('status', "completed");
    }
    catch(error){
        jobLogGr.setValue('status', "failed");
    }
    jobLogGr.update();
}
 
Script include :
var IncidentAge = Class.create();
IncidentAge.prototype = {
    initialize: function()
    {
        var currentDate = new GlideDateTime();
        gs.info(currentDate.getDisplayValue());
        var age = 0;

        // Updating incident age
        var gr = new GlideRecord('incident');
        gr.query();
        while (gr.next())
        {
            var resolvedOn = gr.getDisplayValue('resolved_at');
            gs.info('resolved on:' + resolvedOn);
            var gdt = gr.getDisplayValue('sys_created_on');
            gs.info(gdt);
            var stateis = gr.getValue('state');
            gs.info('state:' + stateis);
            if (stateis == 6 || stateis == 7)
            {
                var diffSeconds = gs.dateDiff(gdt, resolvedOn, true);
                //gs.info(diffSeconds);
                var day = diffSeconds / 86400;
                age = parseInt(day);
                gs.info('age in days:' + age);
               
                if (age >= 0 && age <= 3)
                {
                    gr.setValue('u_age_of_incident', '0-3 days');
                    gs.info(gr.getValue('u_age_of_incident'));
                } else if (age > 3 && age <= 7) {
                    gr.setValue('u_age_of_incident', '4-7 days');
                    gs.info(gr.getValue('u_age_of_incident'));
                } else if (age > 7 && age <= 15) {
                    gr.setValue('u_age_of_incident', '8-15 days');
                    gs.info(gr.getValue('u_age_of_incident'));
                } else if (age > 15 && age <= 30) {
                    gr.setValue('u_age_of_incident', '16-30 days');
                    gs.info(gr.getValue('u_age_of_incident'));
                } else {
                    gr.setValue('u_age_of_incident', 'More than 30 days');
                    gs.info(gr.getValue('u_age_of_incident'));
                }
               

            }
            else if (stateis == 1 || stateis == 2 || stateis == 3 || stateis == 4 || stateis == 5)
            {
                diffSeconds = gs.dateDiff(gdt, currentDate, true);
                //gs.info(diffSeconds);
                day = diffSeconds / 86400;
                age = parseInt(day);
                gs.info('age in days:' + age);

                if (age >= 0 && age <= 3)
                {
                    gr.setValue('u_age_of_incident', '0-3 days');
                    gs.info(gr.getValue('u_age_of_incident'));
                } else if (age > 3 && age <= 7) {
                    gr.setValue('u_age_of_incident', '4-7 days');
                    gs.info(gr.getValue('u_age_of_incident'));
                } else if (age > 7 && age <= 15) {
                    gr.setValue('u_age_of_incident', '8-15 days');
                    gs.info(gr.getValue('u_age_of_incident'));
                } else if (age > 15 && age <= 30) {
                    gr.setValue('u_age_of_incident', '16-30 days');
                    gs.info(gr.getValue('u_age_of_incident'));
                } else {
                    gr.setValue('u_age_of_incident', 'More than 30 days');
                    gs.info(gr.getValue('u_age_of_incident'));
                }
               
            }
            gr.update();
        }

    },

    type: 'IncidentAge'
};
 
Any inputs really appreciated
 
Thank you
 
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6 REPLIES 6

Goka Srinu
Tera Contributor

3 weeks ago

Hey @Anusha Dande ,

 

You can update the code in the Script Include as follows:

var grInc = new GlideRecord("incident");
grInc.addEncodedQuery("closed_at>=javascript&colon;gs.beginningOfLast3Months()^ORclosed_atISEMPTY")
grInc.query();


while (grInc.next()) {
    var gdt = new GlideDateTime()

    var schedule = new GlideSchedule("38f8b6d2c0a801640075da0e39d47696");

    var duration = schedule.duration(grInc.sys_created_on.getGlideObject(), grInc.sys_updated_on.getGlideObject());
    gs.info(duration.getDurationValue());
    grInc.u_incident_age = duration.getDurationValue();
    grInc.update()

}

  Also, make sure the Incident age field type is set to Glide Duration. As suggested by GlideFather, it's better to run the scheduled job during off-hours to avoid any performance issue.

 

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AnkaRaoB
Giga Guru

2 weeks ago

Hi @Anusha Dande ,

 

The performance issue occurs because the scheduled job recalculates and updates all Incident records every hour, which causes unnecessary looping and database writes. Since “Age of Incident” is a derived value, it should not be stored or recalculated using a scheduled job.

Use a Calculated Field

Step 1: Change the u-age_of_incident field on the Incident table to a Calculated (String) field.

Step 2: Add calculation logic to dynamically determine the age based on sys_created_on and resolved_at, returning values such as 0-3 days, 4-7 days, 8-15 days, 16-30 days, or More than 30 days.

With this approach:

  • No scheduled job is required
  • No looping through records occurs
  • No database updates are performed
  • The value is always accurate and calculated at runtime

This is the same pattern used by ServiceNow for other age-based fields and completely avoids performance issues.

If this response helps you solve the issue, please mark it as the Accepted Solution.

Thanks,

AnkaRao

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