How to send Reminder mails for tickets (Incident / Request) which are in pending status.

vamshi2
Tera Contributor

Hi Team,

 

we are sending notification when state changes to pending and now Reminder mail should be sent alternative days for requestor for tickets which are pending status before the auto closure of tickets.

 

please suggest

1 ACCEPTED SOLUTION

Hello @vamshi2,

 

In my case, I am using 3 notifications. But if you prefer using one notification.

You can fire an event instead of Notification. Please follow below steps:

  1. Create an event from your Event registry from
    System Policy > Events > Registry  (I am naming it event_name in this example)

  2. Adjust the trigger on the notification so that the trigger is based on your event and select the event you created (event_name)
    MediC_1-1743173267721.png

     

  3. Recipient should be Event parameter 1 ("Who will receive" section)
    MediC_2-1743173267696.png

     

  4. On your Flow, use "Fire Event" Flow Action instead of "Send Notification"
    MediC_0-1743173062835.png
    Drag and Drop your record from the trigger to the Record field
    Set the recipient in "Parameter 1" (Examples: requested_for, caller ....)
    Set the number of days in "Parameter 2" (Examples: 5, 2 ...)

  5. Back on your Notification content, you can use the following whenever you want to get the number of days:
    ${event.parm2}

     

So for the 3 times within your flow, you will be firing the same event (which is triggering the notification) but each time, there would be different second parameter.


I hope this helps!

 

 


If you found this helpful, please hit the thumbs-up button and mark as correct. That helps others find their solutions.

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9 REPLIES 9

Dr Atul G- LNG
Tera Patron
Tera Patron

Hi @vamshi2 

"The best and recommended approach is to use Flow Designer:

  1. Trigger: Set to run daily.

  2. Action: Lookup records.

  3. Add Conditions: Define the criteria for selecting records.

  4. Logic: Use a For Each loop to process each record.

  5. Action: Send an email notification.

Also, what is the Auto Closed Date, and how are you managing it?

You can compare it with the current date and set a difference of 3 to 4 days accordingly.

 

Please start for example with the following videos:

https://www.youtube.com/watch?v=hVctTUMWIcs

https://www.youtube.com/watch?v=zsY0JyVBPz4

 

https://www.servicenow.com/community/now-platform-forum/flow-design-to-trigger-reminder-email-and-se...

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How to create a scheduled approval reminder using ServiceNow flow designer. In this video we create a flow triggered on weekly basis to find all approvals open since a certain date and use a for each flow logic and custom create event action to send emails out to approvers. We also add a helpful ...
Community Article : https://community.servicenow.com/community?id=community_blog&sys_id=1fe969a71b9c1010fff162c4bd4bcb45

Ankur Bawiskar
Tera Patron
Tera Patron

@vamshi2 

you can use flow designer for this which runs daily and sends reminder email

check this blog from Ashutosh and enhance as per your requirement

Approval Reminder Using Flow Designer 

this link using scheduled job

Automated Email Reminders 

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

@vamshi2 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

Shivalika
Mega Sage

Hello @vamshi2 

 

In the flow designer you need to add wait for timer - 2 days and Send the email - action. Same you can repeat until the condition of closure is met. 

 

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

 

Regards,

 

Shivalika 

 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

 

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