How to send notification every one hour for the incident created?

[Community Alums]

Hi all,

I need to send notification if the incident is assigned to the user and incident is not updated for one hour after time of creation  to all the member in the group. And I need to check every one our in the incident table and send notification after incident created  and the notification should not trigger to the same incident if already sent.

can anyone help on this

Thanks,

[vishakhayadav24]

Hi @Community Alums 

You can achieve this by flow designer after putting the condition  you have.

Check the below link 

https://docs.servicenow.com/bundle/tokyo-application-development/page/administer/flow-designer/concept/flow-logic-do-until.html

[Sandeep Rajput]

@Community Alums You need to create a scripted scheduled job which runs every hour, in the script you can fetch all those incidents which have been created in last one hour but not updated since the creation. You can either create a custom column on the incident table to track if the notification was already triggered for it or you can query sys_email table and check if the email notification was already triggered for the same record.

Hope this helps.

[Mark Manders]

The solution is in a flow, because no scripting is needed, but you first need to go back to the person asking you to do this and challenge the requirement. People hate emails and if you are going to send this much, they will ignore them or even put rules on them in their mailbox so they don't see them anymore. Never use technology to solve a people issue and that is exactly what you are required to do here.