How to get the list of incidents closed by particular user

[Dileep Kumar3]

Hi ,

I need a small help guys

If a user is assigned with 10 Incidents and the user has closed 7 incidents of 10.

I need the list of 7 incidents numbers.

In a custom table there are 2 fields

1.USER(ref)

2.NUMBERS

if  i select the user in USER field then the list of incidents closed by that user should reflect in NUMBERS field

Thanks in advance

[Venkatasubraman]

Hi Dileep,

Do you need those incident details to reflect on custom table or you just need the list?

Regards,

Venkat 

[Dileep Kumar3]

need to reflect on a custom table 

in NUMBERS field

[DirkRedeker]

Hi

Here is my proposal. I created a new table as you described to test out:

I created a new Business rule on the Incident table:

I added a script doing the following steps:

a) find all incidents, that are "closed_by" with the "current" user.

b) create / insert a record in your scoring table

c) find all incidents, that are "closed_by" the user in the "previous" user (if there was one user)

d) create / insert a record in your scoring table

NOte: you need to take steps c) and d), otherwise you miss to correct the user who was captured in the field "closed_by" BEFORE any change (if it was NOT empty before).

Here is the script for copy and paste:

(function executeRule(current, previous /*null when async*/) {
	var closedby = current.closed_by;
	var closedcount = 0;


	// find the number of incidents this user closed and count them
	var grinc = new GlideRecord('incident');
	grinc.addQuery('closed_by', closedby);
	grinc.query();

	while(grinc.next()) {
		closedcount = closedcount + 1;
	}
	gs.addInfoMessage("anzahl" + closedcount);

	// create / update numbers record in separate table
	var grtotal = new GlideRecord('u_closed_incidents');
	grtotal.addQuery('u_name', closedby);
	grtotal.query();

	if (grtotal.next()) {
		// a record for the total already exists => UPDATE the existing record
		grtotal.u_numbers = closedcount;
		grtotal.update();
	} else {
		// no record for the total exists => INSERT a new record
		grtotal.newRecord();
		grtotal.u_name = closedby;
		grtotal.u_numbers = closedcount;
		grtotal.insert();
	}

	
	
	// REMEMBER !!! You need to also update the "previous" user, if the 
	// Incident "closed_by" filed CHANGES from one user to another
	closedby = previous.closed_by;
	if (closedby.length == 0) {
		return;
	}
	
	closedcount = 0;


	// find the number of incidents this user closed and count them
	grinc = new GlideRecord('incident');
	grinc.addQuery('closed_by', closedby);
	grinc.query();

	while(grinc.next()) {
		closedcount = closedcount + 1;
	}
	gs.addInfoMessage("anzahl" + closedcount);

	// create / update numbers record in separate table
	grtotal = new GlideRecord('u_closed_incidents');
	grtotal.addQuery('u_name', closedby);
	grtotal.query();

	if (grtotal.next()) {
		// a record for the total already exists => UPDATE the existing record
		grtotal.u_numbers = closedcount;
		grtotal.update();
	} else {
		// no record for the total exists => INSERT a new record
		grtotal.newRecord();
		grtotal.u_name = closedby;
		grtotal.u_numbers = closedcount;
		grtotal.insert();
	}
	
})(current, previous);

Feel free to optimze the code regarding your concrete requirements.

I hope that answers your question, and you can set as correct.

Just let me know.

BR

Dirk

[DirkRedeker]

Hi Dileep

Can I give you some more support?

I do not get, what you may miss with my proposal, because it does what I understood, you are searching for.

Just let me know, so that I may be able to supply the solution to your question.

Thanks

BR

Dirk