incident on hold and awaiting user info , update sent to user if not responded?

[Liyakhat2]

when an incident is on hold and awaiting user info

system shall try to send an follow up email to user if not responded for each day for 3 days

The follow up shall start after 48 days of state is set to onhold ,if the incident moves back to inprogress

the workflow shall cancel and start new workflow if it goes again to on hold

any technical best possible way to implement this ,please provide steps will be helpful to follow!

[Rahul Kumar17]

Hi Liyakhat,

One possible solution to implement this workflow in ServiceNow is:

1. Create a new workflow in ServiceNow with an 'on hold' activity.

2. In the 'on hold' activity, create a timer that triggers every 24 hours for 3 days using a 'wait for condition' activity. The condition should check if the incident is still on hold and if the last email sent was more than 24 hours ago. If the condition is true, then send an email to the user asking for an update and update the last email sent field.

3. If the incident moves back to in progress, the timer should be canceled and the workflow should end.

4. If the incident moves back to on hold, the workflow should be restarted.

5. To start the workflow, create a business rule that triggers when an incident is set to on hold. In the business rule, check if the incident has been on hold for more than 48 hours and if the last email sent was more than 24 hours ago. If the condition is true, then start the workflow.

6. To ensure that the workflow only runs once for each on hold incident, create a new field on the incident table called 'workflow started' with a default value of false. In the business rule, set the 'workflow started' field to true when starting the workflow.

7. If the user responds to the follow-up email and the incident is updated, set the 'workflow started' field back to false so that the workflow can be triggered again if the incident goes back on hold.

8. Test the workflow to ensure that it works as expected.

Note: This solution assumes that you have access to ServiceNow workflows and business rules, and that you have the necessary permissions to create and modify fields on the incident table.

Thanks,

Rahul Kumar

[Rahul Kumar17]

Please Accept the solution if it has worked for you 

[Liyakhat2]

Hi Rahul,

Thanks ,Is there any OOTB application for this ? or we should only have a custom solution option?

[Rahul Kumar17]

Customization Option only