Notificationto show when an incident hasn't been updated for a few hours

[peri sravani1]

Hi all, I am looking for a way to produce an email to show agents when an incident hasn't been updated for 2hours?

Inactivity Monitor should exist with the following conditions:

Priority is "1-Critical" and State is Not Resolved or Closed, wait for 2 hours 

If this monitor is triggered then an email should be sent to the Service Desk Manager to notify them of inactivity.

Email details should include:

The email should be sent to: Assigned to and Assignment Group

The email should be sent when: The incident inactivity is triggered from the inactivity monitor

The subject of the email should be: 

No activity detected for incident "incident number"(as a link)

The notification should have the following body:

"Incident Number" - Short Description (of the incident)

Additional Details:

Caller

Category(or configuration item)

Business Service

Priority

Take me to the incident (link)

Thank You.

This should also include checking the work note updates

This is the requirement I've and need a solution for it. It would be great of you help me fulfill this request.

[Peter Bodelier]

Hi @peri sravani1,

There is an OOTB feature which will help you with this request:

Set an inactivity monitor (servicenow.com)

[peri sravani1]

I've tried using this, but this is not triggering any emails

[Peter Bodelier]

Hi @peri sravani1,

As stated in the article, you have to create the email notification yourself. The configuration only triggers the event you can leverage.

Please use Create an email notification (servicenow.com) on how to create an notification. The event (incident.inactivity) can be selected in the Send When field.

[peri sravani1]

This didn't trigger any emails

Also here in the inactivity monitor I want to select system(America/Los_Angeles) time zone but the field is not allowing to select it.