Email should be triggered when there is no assigne for 24 hours

[James_9]

Hello. Can someone please help me with the below requirement

Whenever an Incident or SCTASK is being reassigned and if there is no assignce for more than 24 hours an automated SNOW email is to be triggered to the support manager, the support group email of the reassigned group.

[Danish Bhairag2]

Hi @James_9 ,

To set up this requirement in ServiceNow (SNOW), you can create a Business Rule or Scheduled Job that runs periodically to check for Incidents or SCTASKs that have been reassigned and have remained unassigned for more than 24 hours. When such a case is found, you can trigger an email notification to the support manager and the support group email of the reassigned group.

Thanks,

Danish

[Service_RNow]

HI @James_9 

There can be approaches:

A

You can create a workflow which will involve timer of 24 hours and in every 24 hours send an email to the group manager via notification activity. In order to achieve this, follow below steps:
               1. Create a new workflow from the 'workflow editor'

               2. Add an 'If' condition activity(checking if 'assigned_to' is empty)

               3. You will get two options- yes and No

               4. Connect 'No' with the End activity

               5. Create a new timer activity and select 24 hours

               6. connect 'Yes' with the timer activity 

               7. Create a new email notification activity and add it with the output of timer activity

               8. In the notification activity, define send to as 'group manager' or you can provide IDs

               9. Connect the notification end with the'End' activity and publish the workflow from the header menu

B

You would need to set the notification Send When field to Event is fired.  Then use a scheduled job to check if the field is assigned at whatever interval you need, and if it is empty, fire the event 24 hours which will trigger the notification

.

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[Deborah Brown L]

Hi,

Step 1: When Incident or SCtask is being reassigned, store the date in a variable or field

step 2: Create a schedule job which runs daily to checks if the Incident or SCTASK is being reassigned, if so then check if it is more than 24 hours.

Step 3: Then trigger a notification from the schedule job using eventQueue method.

if you need the script, please let me know.

please mark it helpful if it was.

[James_9]

Scheduled jobs will be running at an particular time period. But I want the notification to be triggered after the reassignment happens after 24 hours.

For Example, a scheduled jobs runs on daily at 6am. But If I have an ticket which was assigned at 5pm, I want the notificaiton to be triggered at next day 5pm not on the schduled job running time i.e, at 6am