Send notifications when Incident is not updated

[Manasa Allu]

Hi Team,

What I am basically looking for is to send notifications to users to whom an incident is assigned when the ticket is not updated for 5 days.

Also, please tell me how to include the manager of the user to whom the incident is assigned ('assigned to').

Thank you.

[Joe S1]

Hello @Manasa Allu 

You should be able to accomplish this with a scheduled script execution that executes every day. In the script query the Incident table for records that are assigned and sys_updated_on is greater than 5 days. You can then create an event in the event queue and pass in the Incident record, assigned to and the assigned to manager. You can trigger your notification off of the event being generated.

Thanks,

Joe S.

[Community Alums]

Hello @Manasa Allu,

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.

Steps to configure Inactivity Monitor:

1. Navigate to "System Policy > SLA > Inactivity Monitors".
2. Click on "New" and populate necessary fields.
3. 

    Click on update. (For testing purposes, set the Wait field value to 1 minute).

4. Now Navigate to "System Notification > Email > Notifications".
5. Search for "Incident Inactivity for ITIL" and open it.
6. Enable the "Active" field if not done before.
7. Goto "Who will receive" section.
8. Unlock "Users/Groups in fields".
9. Select "Assigned to" field and click on "+" icon to expand the "Assigned to" field.
10. Select "Manager" and move it to right side box.
11. Click on lock icon.
12. Update the notification.

That's it. It will send notification to "Assigned to"of incident and their Manager when there is no update on the incident for the specified duration.

Kindly mark it as Correct Answer if my reply resolves your issue. Also mark as Helpful.

[Eswaree devi S]

Hi,

How to configure this in Inactivity Monitor that if the ticket is assigned and State is not changed to any value

[MalikB]

is there a way dto do it with a business rule and showing progress bar in the ihm?