Need to create email notification for incidents more than 30 days

[shaa066]

Need to automate the follow up on tickets with the ticket type of 'Incident' that have been open in excess of thirty days. The notification email should be sent weekly to the assigned to, assignment group manager, and the AG's manager's manager. The report should contain a listing of all the open tickets assigned to a specific L4 manager.

[Ehab Pilloor]

Hi @shaa066, 

You can use flow designer for this requirement using Record based trigger. The trigger should send an email which you can automate to weekly, use condition builder and action for what type of record (condition: assigned to is L4 Manager) and what fields you want to pick and you can use Data p*lls of user reference fields on the record in the 'To' field of email notification. 

If you found my reply useful, please mark it as solution and helpful.

Thanks and Regards,

Ehab

[AshishKM]

Hi @shaa066 , 

You can achieve this functionality in various ways.

1) using flow on incident table with trigger condition

2) using workflow on incident table with trigger condition

3) write a scheduled job, trigger it daily with custom code, read all incident with required filter condition and iterate the result set , within the result set trigger the event for email notification. You need following items for this

  3.1) a scheduled job

  3.2) a event name

  3.3) a email notification

-Thanks,

AshishKM

[Robbie]

Hi @shaa066,

Rather than reinventing the wheel, others in the community have provided step by step notes on how to achieve this common request.

Check here and let me know if you need any help.

https://www.servicenow.com/community/developer-forum/creating-schedule-job-to-send-notification/m-p/...

To help others (or for me to help you more directly), please mark this response correct by clicking on Accept as Solution and/or Kudos.

Thanks, Robbie