I am trying to update the duration field for the old tickets(incident and service requests) which are in resolved state. I tried with background script and scheduled jobs but no positive results. Any leads will be appreciated

[No NaME]

calculatedura();

function calculatedura() {

  var taskRec = new GlideRecord('task');

  taskRec.addQuery('state', '=', 6);

        taskRec.addQuery('state', '=', 7);

  var orCondition = taskRec.addQuery('sys_class_name', 'incident');

  orCondition.addOrCondition('sys_class_name', 'u_request');

      taskRec.query();

      while (taskRec.next()) {

      var ageInt = gs.dateDiff(taskRec.u_created_at.getDisplayValue(), taskRec.u_resolved.getDisplayValue(), true);

  taskRec.calendar_duration = ageInt;

  taskRec.update();

  }

}

[anurag92]

taskRec.addQuery('state', '=', 6);         taskRec.addQuery('state', '=', 7); These 2 lines are basically an 'AND' between conditions, and this will always evaluate to 0 results. Try putting 'OR' just like you have done between request and inc

[No NaME]

Hi Anurag,

I tried changing it to OR but it is still not updating the duration field using the background script. and scheduler.

Thanks!

[sharank1]

Munish,

I was also in need of same requirement. i achieved it with creating a new field 'aging' on task table. Then I have created a Scheduled job which calculates the difference of opened date and current date.  

for the new field, you can define your choices as required.

Code:

updateAging();

function updateAging() {

  var elapsedTime = 0;

  var aging = '';

  var currentTimeNow = gs.nowDateTime();

  var gr = new GlideRecord('task');

  gr.addEncodedQuery('active=true');//active tasks, incidents, changes

  gr.query();

  while(gr.next()) {

  elapsedTime = (gs.dateDiff(gr.opened_at, currentTimeNow, true))/60/60/24;

  gs.log(elapsedTime);

  //check to see when the item was created

  if (elapsedTime <= 5) aging = '0_5'; // Values of choices are mentioned here i.e.'0_5'

  if (elapsedTime > 5 )   aging = '6_15';

  if (elapsedTime > 15)   aging = '16_30';

  if (elapsedTime   > 30) aging = '31';

  gs.log(aging);

  gr.setWorkflow(false);       //skip any Business Rules

  gr.autoSysFields(false);   //do not update system fields

  gr.xxx = aging; // xxx should be back end name of the field you create on task table

  gr.update();

  }

}

Thanks,
Sharan

[Abhinay Erra · Accepted solution]

Here you go. You need to pass the third parameter as false in gs.dateDiff() function.

calculatedura();

function calculatedura() {

  var taskRec = new GlideRecord('task');

  taskRec.addQuery('state', '=', 6);

        taskRec.addQuery('state', '=', 7);

  var orCondition = taskRec.addQuery('sys_class_name', 'incident');

  orCondition.addOrCondition('sys_class_name', 'u_request');

      taskRec.query();

      while (taskRec.next()) {

      var ageInt = gs.dateDiff(taskRec.u_created_at.getDisplayValue(), taskRec.u_resolved.getDisplayValue(), false);

  taskRec.calendar_duration = ageInt;

  taskRec.update();

  }

}