Send reminder emails to user in workflow until they approve

MMKK · ‎08-23-2018

Hi All,

I have a requirement for service catalog. I need to send reminder emails for every 2 days from the day the catalog task moved to pending approval state to the approver.

Kindly, let me know the best way to do this.

Many Thanks.

Mark Stanger · ‎08-23-2018

You won't be able to send the reminders from the workflow itself. Instead, you'll want to set up a scheduled job to trigger an event for any outstanding approval records. Then you could set up an email notification to respond to that event and send the reminder. There's a nice solution demonstrated here by Chuck Tomasi that makes the process of setting up that scheduled job much simpler.

https://community.servicenow.com/community?id=community_blog&sys_id=ae9caee1dbd0dbc01dcaf3231f96193d

View solution in original post

jmiskey · ‎11-06-2023

I ended up doing the following:

1. Creating an Event

2. Creating an Event Notification (email)

3. Running a daily Scheduled Job to create the emails

The key to my Scheduled Job is an Encoded Query that selects the records I need. Specifically, I am looking for specific requested items that are active and in a specific stage.

The code in my Scheduled Job looks something like this:

//only return active requests that are in "Return to Work Approval" stage
var gr = new GlideRecord("sc_req_item");
gr.addEncodedQuery("cat_item=9999999999999999999999^active=true^stage=return_to_work_approval");
gr.query();

while(gr.next()){
    gs.eventQueue("rtw.reminder.email",gr,"","");
}

Hope that helps!

manoj6699 · ‎08-23-2018

Hi Manasa,

You cannot use workflow to trigger emails based on regular intervals. in order to achieve this u have to use scheduled job in which u have to define it should run for every two days. in which u have to glide the approval table to fetch the approval state if the state is in requested state u can trigger the notification.

Please mark Helpful if it is useful for your analysis.

Thanks,

Manoj

Mark Stanger · ‎08-27-2018

Just checking on on this one. Has this question been answered or is there more information I can help you with? If it's been answered, please mark the answer above as the correct one so people know this has been taken care of. Thanks!