Inactivity monitor

[Sujitha_D]

Incident tickets with no activity for 24 hours, then I will see in the ticket activity log that an email notification is sent to the caller. If there is still no activity after 48 hours, then I will see in the ticket activity log that a second email notification was sent to the caller reminding them that the incident is pending their response.

If the Incident with no activity for 72 hours need to close the ticket

#inactivitymonitor

[Dr Atul G- LNG]

Hi @Sujitha_D 

Use the flow designer.

- Trigger - Daily 

Action: Look up records - Incident table

Update before 24 hrs from now

Logic 

For Each record

Action

- Send email

Then wait for 72 hrs

Update record

State

[Sujitha_D]

Thanks for the response. However, I need to achieve this using the Inactivity Monitor.

[Dr Atul G- LNG]

Hi @Sujitha_D 

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

https://www.servicenow.com/docs/bundle/yokohama-platform-administration/page/administer/time/task/t_...

[Sujitha_D]

@Dr Atul G- LNG Thanks; I've already reviewed these articles.

From what I understand, when the Inactivity Monitor is triggered, a scheduled job (sys_trigger) is created. This, in turn, generates the incident.inactivity event, which then triggers my notification.

Currently, I have this event configured in two different notifications with the same trigger conditions. As a result, both notifications are being triggered simultaneously, and emails are sent without considering the intended time gap.