How to create a change request reminder

[jmbrake]

Our team would like to be reminded of an upcoming change that is assigned to them and they would like to see it 30 minutes prior to that date and time.   How do you perform this?   Are there examples out there?   I am very new to ServiceNow, so please provide as much detail as possible.   I thank you in advance.

[d_cammack · Accepted solution]

Hi Joan,

Your business rule looks to be set to populate the Reminder date field, but only if the start date is filled in with a value.   I would change the business rule to the planned end date value (current.end_date), and then enter a date value in this field to test your business rule.   If it works, then the business rule should enter the reminder value to be 30 minutes (-1800) from the planned end date.

Thanks,
David

[jmbrake]

I don't think that rule will work as the planned end date could be days out from the start date. The point is to reminder the Assigned to person to begin work on a Change 30 minutes prior to the communicated start time and date

[jmbrake]

I continue to work on this and while playing around I found that the Reminder field is always blank once the Change Request is submitted. In my testing I went in and filled in the time I wanted the reminder to appear and this actually worked. The issue is that it is a manual process versus an automated process as I thought we were creating.

Any further thoughts / help on this would be appreciated.

[d_cammack]

Hi Joan,

As others have suggested, I think that creating a workflow off the change request table can provide the same function, while you will be able to use the same script you have in the business rule.

You can set the workflow to run only when the start date is not empty, along with other conditions you might want to use, and then add a 'run script' step to include the following

var gdt = new GlideDateTime(current.start_date);

gdt.addSeconds(-1800);

var redate = gdt.getValue();

current.u_reminder.setValue(redate);

I tested this on my instance just to be sure that the reminder value actually populated with the field with the correct value.

Thanks,
David

[jmbrake]

I agree that the workflow may be a better option. I am very, very new at ServiceNow (as you may have guessed) so looking at workflows can be a bit mind numbing. I pasted below the current workflow. Where does it make sense to put the new script?

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