Send notification to assignment group if the ticket is unassigned for one hour

[Bhavana Reddy]

Hello Guys,

If the ticket is unassigned for 1 hour then we should send notification to assignment group, can anyone please let me know how i can achieve that?

we are not using the table extending task or task table and hence we cannot use inactivity monitor 

1) Can we write scheduled job to check every minute whether the ticket is not assigned to any person?

2) what is the easiest way to achieve this?

Thanks

[Amitoj Wadhera]

Hello Bhavana,

To achieve this you can create a flow in flow designer.

1. Trigger  - would be your insert/update of your record

2. Flow Logic - If condition (assigned to is empty)

3. Flow Logic - Wait for a duration of time (1 hour)

4. Flow Logic - If condition (assigned to is empty)

5. Action - Send Notification

Best Regards,

Amitoj Wadhera

Please mark this answer helpful if it solves your problem.

[Musab Rasheed]

Hello,

Use 'Inactivity monitor' concept for this, easy to configure.

https://docs.servicenow.com/en-US/bundle/tokyo-platform-administration/page/administer/time/task/t_S...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0524319

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0818383

[Bhavana Reddy]

Inactivity monitor is applicable to tables extending task or task table but we use different table which doesnot extend task