Request Item metrics from Open to Approve to Close

[sfoleygo]

I'm looking for an example of setting up a Request Item SLA to track duration from Open to Approve and Approve to Close. I tried creating a single SLA definition on the sc_req_item table with conditions:

Start Condition: State is Open

Stop Condition: State is not one of Closed Complete, Closed Incomplete or Cancelled

Pause Condition: Approval is Requested

I wanted to use 'Stage' rather than 'State' in the conditions only shows 'catalog item removed' as the only option. (this may be a whole other issue as that's the only option for stage when building workflows as well)

I also tried creating a Metrics business rule on the sysapproval_approver table with the following script:

var gru =   new GlideScriptRecordUtil.get(current)

var fieldsChanged = gru.getChangedFieldNames();

gs.eventQueue('metric.update', current, fieldsChanged.toString(), current.sys_mod_count, 'metric_update');

...but I need a next step to test this.

Thanks,

Susan

[jmcagod]

Hi Susan,

Did you find the solution for this? I am having the same situation,

Thanks!

[PhilipN]

You should be able to find the metrics under the table sc_req_item_metric