question Re: Age field on task table in Developer forum

Age field on task table

snehalkhare — Thu, 14 Sep 2017 05:34:13 GMT

Hi All ,

I want to create a field which calculates age of the open tickets on the task table . I want it on Task table so that it can be used to calculate the age of all the tickets - incident , problem ,request etc.

How this can be done ? After creating this field it has to be used for reporting on task table , means all the open tickets -incident , problem ,request etc. ( ages ) can be represented in the report.

Thanks & Regards,

Snehal Khare

Re: Age field on task table

Aakash Shah4 — Thu, 14 Sep 2017 05:44:16 GMT

Try this

Create a new field of type duration on task table. You may name it as 'Age'.

Write an After-Update Business Rule with condition 'When State Changes To Resolved'

Script:

calculateAge();

function calculateAge(){

var datedif = gs.dateDiff(current.sys_created_on,current.resolved_at);

current.u_age = datedif;

current.update();

}

Re: Age field on task table

snehalkhare — Thu, 14 Sep 2017 05:50:07 GMT

Hi Aakash,

I don't want the age of the resolved tickets , I want to calculate the age of the ongoing tickets on which the assignee's are still working on .

How will this calculate the ages for incidents ,problem etc.. I guess the state values will be different for different table

Thanks

Snehal Khare

Re: Age field on task table

preddy — Thu, 14 Sep 2017 05:57:36 GMT

Hi Snehal,

1. Create one Filed in Task table.

2. Create Schedule job Daily it will run . This scheduled job will calculate the Active tickets age how many days back ticket is created.

Scheduled job:

var gr = new GlideRecord("task");

gr.addEncodedQuery('sys_class_name=incident^ORsys_class_name=problem^ORsys_class_name=sc_req_item');

gr.addActiveQuery();

gr.query();

while (gr.next())

{

var currentTime = gs.nowDateTime(); // Get the current date time in users timezone

var createdOn = gr.sys_created_on.getDisplayValue(); // Task created time in GMT(system default time zone)

var datedif = gs.dateDiff(createdOn, currentTime,true); // calculate in seconds

if(datedif<86400)

{

gr.u_age = 0;

}

else

{

gr.u_age = (datedif/86400);

}

gr.autoSysFields(false);

gr.update();

}

Please Hit Correct if this helpful

Re: Age field on task table

Ujjawal Vishnoi — Thu, 14 Sep 2017 06:05:57 GMT

Hi Snehal,

Perform the below mentioned steps.

1. Create a string type field on task table named 'Age'.

2. Create a schedule job as mentioned below. (Set the frequency of the job as per the frequency of the report run.)

var tsk= new GlideRecord('task');

tsk.addActiveQuery();

tsk.query();

while(tsk.next())

{

tsk.autoSysFields(false);

tsk.setWorkflow(false);

var inc_age =gs.dateDiff(tsk.sys_created_on.getDisplayValue(),gs.nowDateTime(),false);

var dur = new GlideDuration(inc_age);

dur=dur.getRoundedDayPart(); //This will give you age in days only

tsk.u_age=dur; //u_age is the backend name of the age field

tsk.update();

}

Hope this helps.

Regards

Ujjawal

Re: Age field on task table

Arindam Ghosh — Thu, 14 Sep 2017 06:13:05 GMT

Please follow the below steps to achieve this:

Step-1) Create a duration field on task table.

Step-2) Add that field to all task type form (like incident, problem, catalog task etc.).

Step-3) Create UI policies to display that field on form for specific status for each form.

Step-4) Create a onload Client script using GlideAjax to calculate the duration.

Thanks,

Arindam

Re: Age field on task table

Nithin12 — Thu, 14 Sep 2017 06:35:06 GMT

You can also write a Display business rule, But this will calculate the age when when the user opens the record.

I have created two bossiness rules one is Display(not in closed state) and other is before Update (state goes to closed).

So when ever user opens the record it will update the age which will be live data.

When ever the record is closed or resolved age will be calculated.

on dispaly

(function executeRule(current, previous /*null when async*/) {


   calculateAge();

   function calculateAge(){

   var datedif = gs.dateDiff(current.opened_at.getDisplayValue(), gs.nowDateTime());

   current.u_age = datedif;

   current.update();

   //gs.addInfoMessage("Age"+ datedif);

   }


})(current, previous);

before update

(function executeRule(current, previous /*null when async*/) {



   calculateAge();

   function calculateAge(){

   var datedif = gs.dateDiff(current.opened_at.getDisplayValue(), gs.nowDateTime());

   current.u_age = datedif;


   //gs.addInfoMessage("Age"+ datedif);

   }



})(current, previous);

Re: Age field on task table

snehalkhare — Thu, 14 Sep 2017 06:52:30 GMT

Hi Ujjawal

This scheduled job will calculate the age only when it is run right. But if we need to calculate the age always then is it possible?

Thanks ,

Snehal Khare

Re: Age field on task table

snehalkhare — Mon, 18 Sep 2017 08:43:50 GMT

Hi Nithin,

Is it possible that we use calculated field on task table for this purpose.?

Thanks,

Snehal Khare

Re: Age field on task table

Ujjawal Vishnoi — Mon, 18 Sep 2017 09:08:49 GMT

Hi Snehal,

Apart from this approach, you can use the calculated value.Create a duration field and go to advance view then set the calculated tab as below.

gs.dateDiff(current.sys_created_on.getDisplayValue(),gs.nowDateTime(),false);

Hope this helps.

Regards

Ujjawal

Re: Age field on task table

Arpit Desai — Fri, 28 Dec 2018 15:59:05 GMT

Is there a way we can have aging category (Example, 0-7 days, 8-14 days etc.) for all open incident using a calculated field?

Re: Age field on task table

Carolina Dunlap — Fri, 24 Mar 2023 17:27:46 GMT

snehalkhare,

Have you tried using the elapsed time from the SLA table? I was able to get the time from task created on open INCs. I think it works with the all the items and tasks.