Notification for SCTasks Exceeding X Hours Worked

[Andrew Meza]

Hello Community,

I’ve been asked to set up an email notification in ServiceNow with the following requirements:

• When a sc_task has more than X number of hours worked (tracked in the task_time_worked field), a notification should be generated.

• This should only happen when the SCTask is closed by the assignment group "MOS ISS Group".

• The notification should go to the Requested For of the original request.

• The email should include a summary of the SCTask, such as:

  • Who closed it

  • How long it took (hours worked)

  • Short description (or task details)

  • A link to our SharePoint survey

I’m trying to determine the best approach for this. Should I use:

• A Business Rule to evaluate the time worked and trigger the notification?

• A Scheduled Job / Event-based Notification?

• Or is there a better pattern for this type of requirement?

If anyone has implemented something similar—sending feedback emails tied to worked hours or task closure—could you share your recommendations, best practices, or sample logic?

Thanks in advance!

[kaushal_snow]

Hi @Andrew Meza ,

I have worked on similar kind of scenario...

Recommended Solution: Scheduled Flow with Notifications

A Scheduled Flow in Flow Designer is the cleanest and most scalable approach....

1. Create a Scheduled Flow

Set up a schedule to run daily (or as often as needed).

2. Lookup Records

Use a Lookup Records action targeting sc_task.

Filter for tasks:

closed state,

by "MOS ISS Group",

with task_time_worked greater than your defined threshold.

3. Loop Through Matching Tasks

Use a For Each action to iterate through the filtered tasks.

4. Send Notification

Inside the loop, use a Send Email action.

Set recipient: Requested For field from the task.

In the email body, include:

Who closed it (current.closed_by),

Time worked (current.task_time_worked),

Short description (current.short_description),

A URL to your SharePoint survey.

This method ensures maintainability and visibility within Flow Designer. It’s easy to adjust logic or spacing, and doesn’t require script-heavy solutions....

If you found my response helpful, please mark it as ‘Accept as Solution’ and ‘Helpful’. This helps other community members find the right answer more easily and supports the community.

[Andrew Meza]

Thank you for this. By chance would you know if there is a way to add the time worked entries in the email? Right now it finds one entry and example it would be 15 minutes. There will be another entry for the same scTask of 2 hours. Is there a way to add them and get 2 hours and 15 minutes?