Incident Overdue Notification
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2 hours ago
Hi Community, I need to automate an "Incident Response Overdue Reminder" email when an incident's due date is today or in the past and the state is not Resolved or Closed; I have already created the notification and the event (incident.overdue.reminder) and now need to automate the trigger—should I implement this with a Flow Designer scheduled flow or a Scheduled Script Job, and can someone please provide an exact step-by-step solution including what to configure in the Event Registry, the Notification, the Scheduled Flow or Scheduled Job (sample script or flow actions), testing steps, and any required system properties so I can implement it directly.
Thanks
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an hour ago
Hi @DevYadav
If I’m not wrong, Incidents don’t have a due date — they are managed through SLAs. In ServiceNow, SLA notifications are typically sent at 50%, 75%, and 90% of the SLA duration.
Are you looking to implement something different?
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
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an hour ago
Hi @DevYadav ,
You can create a scheduled job or flow. But I recommend to use the scheduled job due to flexibility and performance.
1. Create a Event in the event registry table.
Event Name: incident.overdue.reminder
Fired By: Scheduled Script Job
Table: Incident
2. Create a Notification in the Notification table.
Name: Incident Overdue Reminder
Table: Incident
When to send: Event is fired
Event name: incident.overdue.reminder (which we created in the Event Registry table)
Subject: Provide your data
Message: Provide yur data
3. Create a scheduled job to run daily.
Name: Trigger Overdue Incident Reminder
Run: Daily (e.g., 8 AM)
Tim zone: Your preferred zone
Script:
(function() {
var now = new GlideDateTime();
var incidentGR = new GlideRecord('incident');
incidentGR.addEncodedQuery('due_date<=javascript:gs.nowDateTime()^stateNOT IN6,7'); // 6 = Resolved, 7 = Closed
incidentGR.query();
while (incidentGR.next()) {
gs.eventQueue('incident.overdue.reminder', incidentGR, incidentGR.assigned_to.email, incidentGR.number);
}
})();
If the provided solution is helpful, please mark it as helpful and accept the solution.
Regards,
Raviteja
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an hour ago
you can use flow designer with low-code, no-code approach
No Event, Notification, Scheduled job required, everything will be within flow
check below link where I shared something similar, enhance it as per your requirement.
I cannot seem to get an Email Notification when a record's due date is reached
sharing here as well
You can use Flow Designer which would run Daily and check if today's date is same as Due Date
If yes then send the email to your recipients, subject and email body
1) Flow Trigger Daily 23:00:00
2) Use Lookup Records action on your table to check if due date is today
3) Then use For Each to iterate over those records
4) then use Send Email action
If my response helped please mark it correct and close the thread so that it benefits future readers.
Ankur
✨ Certified Technical Architect || ✨ 9x ServiceNow MVP || ✨ ServiceNow Community Leader