question closing all the metric records in ITSM forum

closing all the metric records

Imran4 — Thu, 19 Mar 2026 06:58:51 GMT

Hi Team,

I am having a requirement in the CSM module.

I want to capture all the Metric instances when the case state changed from Active to False. So, I have created a Async BR with all the Metric Definitions stored in the property. It is updating all the records sometimes and leaving few records in the very next attempt. The BR wasn't able to update all Metric Instances and leaving the very recently created when the state changes to active to false. I tried Script Include calling from the BR but failed abruptly. I have tried Scheduled Job which will trigger via After BR and it is working totally fine as expected. But my architect isn't allowing me to go through this approach. I have checked all the OOTB things but no luck. It would be great if there is any other way to proceed further or any enhancements are required to fix this issue. Thank you.

Re: closing all the metric records

Tanushree Maiti — Thu, 19 Mar 2026 08:00:48 GMT

Hi @Imran4

1. Enable Metrics for Case Tables :

Go to:
System Definition → Tables
Open the table record:
- sn_customerservice_case (Customer Case)
- sn_customerservice_technical_case (Technical Case)
Check the field:
Extensible or Metric tracking (depends on version — in Yokohama it’s “Metric tracking”).
Enable it:
- Tick on
  Metric tracking enabled
- Save the record
This flag adds the hidden metric infrastructure needed for that table.
Reload Metric Definition form:
- Now when you go to Metric Definitions → New,
  you should be able to select those tables from the Table dropdown.

Once the definition(s) are created, you can report on the captured data.

Re: closing all the metric records

Imran4 — Thu, 19 Mar 2026 10:07:37 GMT

Hi @Tanushree Maiti ,

Sorry, it didn't solve my issue. I am not able to find the table even after making it extensible. I would like to hear response from you. Thank you.

Re: closing all the metric records

Tanushree Maiti — Thu, 19 Mar 2026 10:46:31 GMT

Hi @Imran4 ,

Metrics is already configured "In the base system, metrics are configured to work on the task table only."

Note; for non-task table , it needs to configure using BR etc. Check this post.

sn_customerservice_case table is extended from task table.

In Zurich PDI, I added Metrics Related list in case (sn_customerservice_case) record and Added a Case record and closed it.

In the Case ->Metrics list it is showing data correctly. Check this screen shot.

Re: closing all the metric records

Imran4 — Thu, 19 Mar 2026 11:55:07 GMT

Hi @Tanushree Maiti ,

Case table is extended from the Task table in my scenario. Creating a BR is working fine for some time and failing abruptly in other cases. So, I am expecting a way to fix this issue. Thank you.

Re: closing all the metric records

Nilesh Pol — Thu, 19 Mar 2026 12:03:26 GMT

@Imran4 Certainly! Using Flow Designer in ServiceNow is a great way to handle your requirement for updating Metric instances when the Case state changes from Active to False.

Re: closing all the metric records

Tanushree Maiti — Thu, 19 Mar 2026 12:08:31 GMT

You Have to analysis the when BR is getting failed

Can you share your BR details.

If it's Not working properly -> you can move to flow.

Re: closing all the metric records

Imran4 — Thu, 19 Mar 2026 12:14:26 GMT

Hi @Tanushree Maiti,

Please check my Async Update BR,

(function executeRule(current, previous /*null when async*/ ) { var metricProperty = gs.getProperty('AllMetricPropertiesWereIncludedHERE').split(','); var grstateMetrics = new GlideRecord('metric_instance'); grstateMetrics.addQuery('id', current.sys_id); //grstateMetrics.addQuery('calculation_complete',false); grstateMetrics.addQuery('definition', 'IN', metricProperty); grstateMetrics.query(); while (grstateMetrics.next()) { if (grstateMetrics.calculation_complete == false) { gs.sleep(10000); var startTime = grstateMetrics.start.getValue(); var endTime = current.getValue('closed_at') || current.getValue('sys_updated_on') || new GlideDateTime().getValue(); grstateMetrics.end = endTime; grstateMetrics.duration = gs.dateDiff(startTime, endTime, false); grstateMetrics.calculation_complete = true; grstateMetrics.update(); } } })(current, previous);

Re: closing all the metric records

Tanushree Maiti — Thu, 19 Mar 2026 13:10:46 GMT

BR trigger condition also share please

Re: closing all the metric records

Imran4 — Thu, 19 Mar 2026 13:16:07 GMT

Hi @Tanushree Maiti , Please find the attached Screenshot. Thank you.