Tracking Out of hours/On call actions against tickets

[2201Lee]

Hi everyone! 

Looking for some advice or suggestions on how anyone else may be doing this if possible? We're looking to understand the best way of tracking when tickets have had actions taken against them by agents/fulfillers during out of hours/on call periods. This would allow us to highlight when (and which) tickets have required out of hours support. Preferably it would be something that could be applied to the same ticket multiple times on different occasions if needed (rather than a single tick box for example). 

If anyone has ay examples or advice, it would be much appreciated. 

Thanks in advance!

[Community Alums]

Have you looked at On Call Scheduling? We're assessing it at the moment so can't give you any examples of our usage yet but I believe it will let you see when an incident has gone to out of hours support. 

[Matt102]

Hi,

I have no experience of this nor with the out of hours "model", however might the following be an approach?

Businees Rule on ticket table
On Update (add criteria for fields updated, update user &tc...)

Run query against In/Out of hours support

If (Out of Hours) {

Raise Event || Insert: update metric || add note

}

I just had a quick dig in Business rules and script includes, using *schedule, I suspect there may be a class or implmentation similar to what you require knocking around somewhere. Might be worth a look?

I would dig some more but I've got to get an upgrade in...

atb,matt

[Matthew Knight]

Hi @2201Lee ,

This is an interesting question and we implemented something on our Change Request form to check if a change is planned within a schedule to determine if the work is to be completed out of hours.

For your scenario I would do the following:

1) Define a schedule for your business working hours e.g. Monday - Friday 09:00 - 17:00

2) Create a Metric Definition on the table you are wanting to report on

3) Have that Metric definition report on the Updated field which will trigger when the ticket is updated

4) Set the Metric definition script to be "If the updated value falls outside of the schedule...then insert a new Metric Instance"

This should then build up a list of Metric Instances where you can report by the ticket (ID), Value which will be the updated date and time, then the Field Value can be set to the "Updated By" value to see who did the update.

I hope that this gives you some ideas of how you could achieve this. 

var schedule = new GlideSchedule();
schedule.load('<INSERT SYS ID OF THE 9-5 SCHEDULE');

var updatedDateTime = new GlideDateTime(current.sys_updated_on);
if(updatedDateTime<schedule||updatedDateTime>schedule){
createMetric();
}

function createMetric(){
var mi = new MetricInstance(definition,current);
var gr = mi.getNewRecord();
gr.field_value = current.sys_updated_by;
gr.calculation_complete = true;
gr.insert();
}

 The above is untested but just an idea of how it could be implemented