Write a Schedule Job for same
-->Fetch Incidents using query like CurrenttimeStamp-Updated>=3 Days (u can change this to seconds)
-->Use Glide record on Incident table using above query
-->Traverse each Incident untill you reach Last Record
--> In loop write Code to Fetch Assigned To Manager Information from SYS_USER Table
Use his email ID to fire Notification (How ? Follow below URL for Steps- https://www.servicenow.com/community/developer-articles/fire-an-email-notification-from-a-schedule-j...)
-->end loop and exit
OR Use Concept of INACTIVITY MONITOR -
https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0965127
The simple way is to create an inactivity monitor with the required conditions and enable OOB notification "Incident Inactivity for ITIL" and configure "Who will receive" section.
How to configure Inactivity Monitor:
- Navigate to "System Policy > SLA > Inactivity Monitors".
- Click on "New" and populate necessary fields.
Click on update. (For testing purposes, set the Wait field value to 1 minute).
- Now Navigate to "System Notification > Email > Notifications".
- Search for "Incident Inactivity for ITIL" and open it.
- Enable the "Active" field if not done before.
- Goto "Who will receive" section.
- Unlock "Users/Groups in fields".
- Select "Assigned to" field and click on "+" icon to expand the "Assigned to" field.
- Select "Manager" and move it to right side box.
- Click on lock icon.
- Update the notification.
Hope this helps
Regards
RP
