I want to know what is the use of "Inactivity Monitor" in ServiceNow

[sattar3]

Hello All,

Can someone please explain what is the use of "Inactivity Monitor" in Servicenow.

I monitored that if conditions are met it just changes the Updated time of the incident every 2hours, no updates shown in the Audit history.

https://devxxxxx.service-now.com/sysrule_escalate_am.do?sys_id=34a17cb4c61122b7006b897258cbd702&sysp...

Please help me on this.

Thanks,

Sattar

[Mark Manders]

The inactivity monitor triggers an event. Based on what you let that event do (like sending notifications, or trigger some other stuff), it helps you in activating your agents.

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0965127

[sattar3]

@Mark Manders Thanks for the update.

I want to know from where the time stamp of the incident is updated?

please check the below screenshot.

I got how it works but wanted to know from where the timestamp (sys_updated_on) is updating?

Please help me on this.

Thanks,

Sattar

[Mark Manders · Accepted solution]

As the article states:

1) When an incident is created or updated, the system looks at the inactivity monitor definitions and creates a sys_trigger event with a next_action time set to when the inactivity monitor duration is hit.

So it updates the incident to have the next timestamp for the inactivity monitor to look at. If it again takes x time, it will perform the action again.

[Ehab Pilloor]

Hi @sattar3,

Inactivity monitors ensure that tasks do not fall by the wayside by notifying users when tasks have been untouched for a predefined period of time. 

Refer this doc for info on setting an inactivity monitor: https://docs.servicenow.com/bundle/xanadu-platform-administration/page/administer/time/task/t_SetAnI...

If you found my reply useful, please mark it as Solution and Helpful.

Thanks and Regards,

Ehab