Inactivity monitor

Sujitha_D
Tera Contributor

‎03-24-2025 10:27 AM - edited ‎03-24-2025 10:27 AM

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

0 Helpfuls
  • 807 Views
5 REPLIES 5

Dr Atul G- LNG
Tera Patron
Tera Patron
In response to Sujitha_D

‎03-24-2025 12:30 PM

Hi @Sujitha_D 

Are you able to add conditions like update 24 hrs before? Or you can use the flow designer as well.

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

****************************************************************************************************************
0 Helpfuls