// Set metricSysID to the sys_id of the Incident First Reply Time metric definition.
var metricSysID = '4322bf44db730300f653f34ebf96193e';
// Set scheduleSysID to the business hours schedule you want (System Scheduler > Schedules > Schedules). "8-5 weekdays excluding holidays" is default.
var scheduleSysID = '090eecae0a0a0b260077e1dfa71da828';
// If this is the first public reply from an itil-role agent, u_mm_first_reply_at isn't set
if (current.u_mm_first_reply_at.nil())
// Set u_mm_first_reply_at to the current time
current.u_mm_first_reply_at = gs.nowDateTime();
// Update the fields that indicate the time/duration of the incident from open to first reply.
// Keep track of duration as a glide_duration value (dd hh:mm:ss) and as a pure number of seconds.
// Both calendar time and business time are maintained.
var dataChange = current.opened_at.changes() || current.u_mm_first_reply_at.changes();
var schedule = new GlideSchedule();
schedule.load(scheduleSysID);
if (dataChange || current.u_mm_first_reply_business_duration.nil())
current.u_mm_first_reply_business_duration = schedule.duration(current.opened_at.getGlideObject(), current.u_mm_first_reply_at.getGlideObject());
if (dataChange || current.u_mm_first_reply_business_stc.nil())
current.u_mm_first_reply_business_stc = current.u_mm_first_reply_business_duration.dateNumericValue()/1000;
if (dataChange || current.u_mm_first_reply_calendar_duration.nil())
current.u_mm_first_reply_calendar_duration = GlideDateTime.subtract(current.opened_at.getGlideObject(), current.u_mm_first_reply_at.getGlideObject());
if (dataChange || current.u_mm_first_reply_calendar_stc.nil())
current.u_mm_first_reply_calendar_stc = current.u_mm_first_reply_calendar_duration.dateNumericValue()/1000;
// Look for this metric_instance record
var instanceRecord = new GlideRecord('metric_instance');
instanceRecord.addQuery('id',current.sys_id);
instanceRecord.addQuery('definition',metricSysID);
instanceRecord.addQuery('calculation_complete','false');
instanceRecord.query();
// If a metric_instance record doesn't already exist
if(!instanceRecord.next()) {
// Create a new metric_instance record
insertMetric(metricSysID);
}
function insertMetric(metricId) {
var instanceRecord = new GlideRecord('metric_instance');
instanceRecord.initialize();
instanceRecord.definition = metricId;
instanceRecord.start = current.sys_created_on;
instanceRecord.end = current.u_mm_first_reply_at;
instanceRecord.duration = GlideDateTime.subtract(instanceRecord.start.getGlideObject(), instanceRecord.end.getGlideObject());
instanceRecord.calculation_complete = true;
instanceRecord.id = current.sys_id;
instanceRecord.value = instanceRecord.duration.dateNumericValue()/1000;
instanceRecord.insert();
}
