notification when assigned to is empty

[Raviteja K]

Hi everyone

I need to send a notification to the assignment group when ticket is created and not assigned to anyone with in one hour from ticket created time.

Please let me know how to achieve this.

Thanks in advance.

[Gowrisankar Sat]

Hi Raviteja,

You can make use of gs.eventQueueScheduled() function.

Creating a Simple Reminder Email - ServiceNow Wiki

Check if this link helps:

Need help on Even Queue Scheduled

Other best ways are to define an response SLA and Scheduled Jobs.

[Raviteja K]

thank you, if we create a scheduled job it need to check every hour, will this effect any performance?

[Michael Ritchie]

One way to handle this is via a response SLA. Included in the demo data is a "database response" SLA that you can view as an example.   This does require a SLA for each group though.

If if you want to make it for all groups a scheduled job can take care of this. Have a look at ctomasi's scriptless scheduled job solution:

Scriptless Scheduled Jobs

[Sharique Azim]

Hi,

We used the OOB event to drive the   notifications: