Inactivity Monitors - not working consistently

reeset
Kilo Contributor

‎03-14-2015 06:20 PM

I have 3 inactivity monitors...all with the same order of 100 (which the system says you must if you want them all to fire).  

  • The inactivity monitors are set to fire on event.
  • the table is Incident
  • First is if an incident hasn't had an update in 2 days or more.
  • The second one is if a ticket is open longer than 30 days.  
  • They are both set to fire an email notification.

I am a little confused as when I read up on inactivity monitors it said that they would not trigger on already created tasks.   Does that mean it won't trigger on all the incidents that I have created?     So far the one for 30 days or more has yet to trigger at all and I have the timing set for 2 minutes.

The inactivity monitor that is set to fire if it hasn't been updated in 2 days was set at days - but it was firing on 2 hours.   It has fired on 3 different tickets - all created over a month ago.     There are about 500 tickets that are over 30 years of age and another 500 that haven't been updated in 2 days but yet it only sent the email notification on 3 different tickets.

Screen shots of inactivity monitors below.     Perhaps its not the inactivity monitors but the email notifications (but not sure that makes sense as one of them is firing on 3 tickets)

Can anyone help me with this?

screen shot of one for tickets over 30 days

find_real_file.png

screen shot below of inactivity monitor is not updated in 2 days.

find_real_file.png

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Michael Fry1
Kilo Patron
In response to reeset

‎03-15-2015 10:36 AM

It's only going to run on Incident tickets opened after it's setup. It will not run on previously opened tickets.



Having said that, are there other tickets it should be running on? If yes, when was the last update time on those tickets? Greater than 2-1/2 mins ago?


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reeset
Kilo Contributor
In response to Michael Fry1

‎03-15-2015 10:58 AM

I guess that's why I am confused.   It is running on 3 tickets that are over 30 days of age.   I have setup new tickets, but it hasn't been firing on them and there was no update to the ticket since they were created.     I guess I really shouldn't expect the inactivity monitors to work well because the timing interval is always messed up - you put in 2 hours and it fires on 2 minutes.   Put in 2 days an it fires on 2 hours.   Its annoying as heck....and I have spent hours trying to get it to work properly.  


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chaddie1
Kilo Expert
In response to reeset

‎05-14-2017 05:49 PM

There's an important little caveat about Inactivity Monitors that might explain unexpected behaviour.



http://wiki.servicenow.com/index.php?title=Setting_Inactivity_Monitors#gsc.tab=0



Note: If conditions are changed on an inactivity monitor, the monitor stops tracking previously tracked records. An inactivity monitor does not track records that were created before the inactivity monitor, even if the record meets all other conditions.





You'll have to create new records after your Inactivity Monitor is setup to validate it works correctly.