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]

I would keep it simple and have a separate workflow created that is triggered when the start date value is entered on the change request table.   This allows it to be available for any change request where the planned start date is entered, not just those that would run with your example workflow.

[jmbrake]

I need more guidance on the workflow side. Here is what I have and what it is doing. It is calling the Workflow, just not sending the reminder when it is supposed to.

I set the workflow on the Change Request table and add the conditions I needed

001.png@01CF7A7F.3E67F7B0

Created the script as you suggested:

002.png@01CF7A7F.3E67F7B0

Logged the flow using the change.reminder Event Registry

003.png@01CF7A7F.3E67F7B0

It calls the Notification created in our earlier steps

004.png@01CF7A7F.DA397E70

The problem is that the Email Notification is set to run when the Event change.reminder is Fired. Thus this reminder comes out immediately and does not wait until 30 minutes prior to Planned Start Date.

You are correct that the new field u_reminder does get filled in and gets filled in with the exact time of 30 minutes prior to Planned Start Date. So that is working correctly.

What do I need to change to have the notification come out based on the u_reminder date/time?

Workflow screen shot below:

005.png@01CF7A7F.DA397E70

[d_cammack]

Hi Joan,

You really don't need anything other than the run script step in your workflow (as shown in my screenshot).     You should still have the "Change Reminder Rule" business rule looking for when the u_reminder value is changed, which should then kick off the email notification (not a workflow-based notification) at the set time of the u_reminder value.

Thanks,
David    

[jmbrake]

Your image did not come thru. I made the change as you suggested and it is still not working. It does not fill in the u_reminder field nor does it create the Reminder and have it wait for the ½ hour before mark.

Workflow Property:

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Script:

002.png@01CF7B19.091195E0

Workflow image:

003.png@01CF7B19.091195E0

[d_cammack]

Hi Joan,

Thank you for including the PDF.   I have included changes that are needed below.

1) Please set the "Change Request Reminder" business rule to inactive, as this is attempting to do the same function as the run script step in your workflow.    

2) You can remove the "Create Event" step in your workflow as you have already created the event "change.reminder".   You can keep the Log Message, if you want to generate a message to verify the script was run.   But at the minimum, you just need the Begin, Run Script, and End steps.

3) It might also be useful to add   "&& !current.u_reminder.nil()" to your "Change Reminder Rule" so that it is activated only when the reminder value is not empty.    

4)   In the PDF, arrange the last two steps because the Change Control Reminder workflow is activated when the state is changed to Implemented, and then the reminder value is entered.

Thanks,
David