Auto acknowledgement of all tickets within 30min

[sumit-hl]

Can someone please suggest how to perform this  "Auto acknowledgement of all tickets within 30min".

I have requirement where for all tickets (irrespective of priority) raised by user we need to acknowledge the tickets in some format like . User must get notification that ticket has been acknowledged.

Dear [User's Name],

This is to inform you that your ticket [Ticket Number] has been successfully acknowledged.

Our team is currently reviewing the issue, and we will keep you updated on the progress.

Ticket Details:

• Ticket ID: [Ticket Number]
• Created On: [Creation Date]
• Priority: [Priority Level]

We appreciate your patience and will ensure a prompt resolution.

If you need further assistance, please feel free to contact us.

Best regards,
Your Support Team
[Your Company Name]
[Support Email or Contact Information]

Can this be done within ServiceNow or we will have to rely on other open source like Python and even in UiPath this can be performed. 

Please share the steps if possible in ServiceNow . It's URGENT !! 

Thanks

[Community Alums]

There used to be an acknowledge UI action that allowed agents to click and acknowledge an incident.  It would then set the state from new to work in progress and assigned them the ticket.

You can recreate this functionality and trigger an event that sends the notification with the verbiage you indicated.  However I don't think you should 'automate' an acknowledgement unless its actually assigned to someone and the state set to work in progress.

You can have an SLA run against the incident so that an acknowledgment is made by the assignee within 30 min,

[Runjay Patel]

Hi @sumit-hl ,

You can follow below steps.

1. Create one event based notification.

2. Create Async business rules on insert only.

3. In script use gs.sleep() method to wait for 30 minutes.

4. after sleep you use gs.eventQueue() to trigger notifications.

Accept the solution if it helped

[Runjay Patel]

Hi @sumit-hl ,

Simplest way you can achieve that just create a notification on your target table, configure your email body and put condition like below.

You can adjust you message based on table selection.

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Regards
Runjay Patel - ServiceNow Solution Architect
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[sumit-hl]

Thanks a lot Runjay .. I tried this but only once the email notification was generated which went to OUTBOX. for other incidents I am creating no email notifications is being triggered. am just trying to see if there is issue with SMTP settings.