In fast-paced environments, ensuring timely updates on incidents is crucial. 🕒 Here's a step-by-step guide on how to set up automated email reminders in ServiceNow to keep your incident records up-to-date:
Scenario:
If an active incident remains untouched for the last 7 days, the assigned user should receive a reminder to update the incident with the latest status.
Resolution:
Leverage scheduled job and event to automate this process.
Procedure:
Utilize the gs.eventQueue() method in a scheduled job.
Here's a product documentation link for gs.eventQueue() method: Generating Events | ServiceNow Developers
Implementation Steps:
1) Generate an Event in Event Registry:
Navigate to System Policy > Events > Registry.
Create new Event named: inc.NotificationDaily
2) Configure Notification
Navigate to System Notifications > Emails > Notifications
Create new notification on Incident table, configure it to trigger when Event is fired.
Select inc.NotificationDaily in Event name
Configure notification body according to your preference
3) Create a Scripted Schedule:
Name: daily.reminder.notification
Run: Daily
Time Zone: Per your preference
Script:
var glideIncident = new GlideRecord('incident');
glideIncident.addEncodedQuery('active=true^sys_updated_on<javascript:gs.beginningOfLast7Days()');
glideIncident.query();
while(glideIncident.next())
{
gs.eventQueue('inc.NotificationDaily',glideIncident,glideIncident.assigned_to.email,glideIncident.number);
}
Outcome:
With this setup, ServiceNow will automatically send reminders to assigned users if incidents go unattended for 7 days. Elevate your incident management efficiency! 🚀
