Metric_instance records are being duplicated

[Ryan153]

I created a metric (code below) which is using:

Table:Incident

Field: Work notes

Type:Script calculation

The goal is to create a metric instance when a User adds a work note. But I am seeing duplicate metric records (different sys_id but same field values) .   It also appears that this only happens when you hit Post instead of hitting Saving/Updating. I have also seen this behavior when I attempt to add a Work note to an Incident.list instead of actually being in the Incident form

// variables available

// current: GlideRecord -   target incident

// definition: GlideRecord -   (this row)

createMetric();

function createMetric() {

      // Only process for IT Service Desk TMSS Team

      if (current.assignment_group.getDisplayValue()!='IT Service Desk TMSS' )

              return;

      var mi = new MetricInstance(definition, current);

      var gr = mi.getNewRecord();

var uname = current.sys_updated_by;

      var ugr = new GlideRecord('sys_user');

ugr.get('user_name', uname);

/*Note: You can only update 'value' field if you don't update 'field_value'. There is a OOB Business rule on Metric Instance which will override 'value' field before insert, if you change 'field_value'.*/

      gr.value = ugr.sys_id;

      gr.field = definition.field;

      gr.start = current.sys_updated_on;

      gr.end = current.sys_updated_on;

      gr.calculation_complete = true;

      gr.insert();

}

[Michael Fry1]

current.sys_updated_by will contain an email address. Try querying on email and make sure to add ugr.query();

[Michael Fry1]

What happens if you replace:

      var mi = new MetricInstance(definition, current);

with this:

  var mi = new MetricInstance(definition, current);

  if (mi.metricExists())

      return;

[Bonnie Cresswe2]

The metricExists() function in the MetricInstance script include checks to see if the instance that it is about to create already exists (based on sys_id) - Ryan's issue is that there are metric instances with different sys_ids being created, with the same content, so it would pass through metricExists() ok

[Bonnie Cresswe2]

Regarding the duplicate metrics being created - I have just set one up in my dev instance (which is Jakarta) and can't reproduce the issue - I only get one metric instance created whether I update the work notes directly on the form and Save, or directly on the form and click Post, or from the list.

First thing I would check is whether there is something else re-saving/re-posting the work note - if you check the audit history this might tell you if there are multiple entries being saved to the journal - in the incident context menu go to History -> List, then scroll down to Work Notes, do you see duplicate entries for the same set of work notes?   This is what I see from my testing, one per entry, do you see the same?:

[Ryan153]

Thanks Bonnie I think you are correct, there is probably some work flow logic interfering with the metric being written.   I have ask our development team to take a look for me since I do not have permissions to do a deep dive into the code.

Appreciate you taking the time to test and respond !