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.

[Sharique Azim]

What is business justification to notify the group within one hour? shouldnt it be notified as soon as it is assigned?

[Raviteja K]

Hi

When no one from the group assigns ticket to their name within one hour of ticket creation, notification need to trigger to the team lead.

[Gowrisankar Sat]

I suggest you to create Response SLA for duration of 1 hour. On SLA Breach, trigger notificaiton. This is the current OOB Workflow for SLA.

https://docs.servicenow.com/bundle/jakarta-it-service-management/page/product/service-level-manageme...

[Sharique Azim]

Ok, Now maybe alternatively i might be not so inclined to use schedule jobs as, it would be running continuously.

But how would you recognize when was the ticket assigned to the group.

For that, you would need to create a new field that captures the date-time when the group changes was made on update on the task table.

And then,I might have created a new workflow on the task table.

and used condition assignment group changes and assigned to is empty.. As a precaution to prevent several tables, you may only few tables like incident, catalog task,requested item, change ,problem,and etc accordingly.

Use a timer to wait till 1 hr.And then add the notification targeting the group.

[Michael Ritchie]

There should be no concern about a scheduled job running "constantly".   Many of the out of the box features, including workflow timers, leverage scheduled jobs.