When an incident is assigned to a person and he has not written a worknote within 30 mins trigger an

[POSAHARSHAV8556]

When an incident is assigned to a person and he has not written a worknote within 30 mins trigger an
email to the manager, write a business rule for it.

[Brian Lancaster]

You could do this with a flow. Trigger condition would be the following.

Then the flow logic. I used send email for something quick to test but you can setup a notification and use send notification.

Note: this will only for the first person assigned. If it gets reassigned and the first assigned to added work notes it will not send the notification.

There may be ways to get it to work for all assigned to users by doing a lookup on the journal entry table.

[POSAHARSHAV8556]

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@Brian Lancaster wrote:

You could do this with a flow. Trigger condition would be the following.

Then the flow logic. I used send email for something quick to test but you can setup a notification and use send notification.

Note: this will only for the first person assigned. If it gets reassigned and the first assigned to added work notes it will not send the notification.

There may be ways to get it to work for all assigned to users by doing a lookup on the journal entry table.

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I appreciate your help by using flows it works but In my interview they asked me to do using scripting?(Although Iam a fresher)

[Brian Lancaster]

I don't think there would be a good way to do this via script. I mean you could possibly do it via a scheduled job that would look at every incident that was assigned in the last 30 minutes. The problem with that is out of the box there is no way to be 100% sure when it was assigned it is only updates the updated date. So for example if it gets assigned and before are 30 minutes the caller updates the comments with additional information the updated date would change.

So I would think the interviewer doesn't know ServiceNow really well or they wanted you to come up with a way that it would work like using a flow.