Incident Overdue Notification

[DevYadav]

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

[Dr Atul G- LNG]

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?

[raviteja1600]

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&colon;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

[Ankur Bawiskar]

@DevYadav 

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 Bawiskar]

@DevYadav 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.