How to create a change request reminder

jmbrake · ‎05-21-2014

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 · ‎05-27-2014

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

View solution in original post

jmbrake · ‎05-27-2014

I made the adjustment in time to several changes and have not seen the change.reminder in the Event Logs yet.

d_cammack · ‎05-25-2014

Hi Joan,

In going through your description, and images, I had one question. Who is listed in the assigned to value of the change request for your tests? Is it set to someone other than your admin profile, such as a test ITIL profile?

I have been duplicating your setup on my dev environment, and I wanted to make sure that the user value will not try sending the same email to the same address, at the same time.

Thanks,

David

jmbrake · ‎05-27-2014

I am using several people in the Assign to field. However, I have the DEV site set to send only me all email messages, so I would think regardless of who is assigned the emails would come to me based on that setting. Finally, the process is still not working for me. I am monitoring the Event Logs to see if change.reminder is triggered and so far it is not.

d_cammack · ‎05-27-2014

Hi Joan,

In your business rule, you have the addSeconds value set to -1800. I think this says that the reminder should go out 30 minutes before the start date. How about changing this to just 1800, or changing the gdt value so that it reflects the end date... so that the reminder goes out 30 minutes before the scheduled end date?

Thanks,
David

jmbrake · ‎05-27-2014

Unfortunately that did not help either. Need to ask an assumption question. The field we created in the Change Request table Reminder (u.reminder), am I expected to populate it with a date and time that is 30 minutes prior to the actual Start Date and Time or is it expected to be populated based on all of the rules created? It remains blank (empty) in the change record.