state is on hold and on hold reason as awaiting caller, notifications to be sent

[Deepika54]

Hello experts,

if the incident is on hold and on hold reason is awaiting caller, notification has to be sent on 10th,12th,15th day and after 15th day, in every 5 days interval but it should not go once the state changes to anything apart from the on hold and awaiting caller.

So to achieve that i have created a BR that makes entry on sys_trigger table on the respective days and a cancel br that deletes the entry on sys_trigger table to handle if the state changes to anything else.

I am able to do till the 15th day. Now can anyone let me know how can i able to accomplish the every 5 day interval logic and also keeping in mind that it should not go once the state changes.

Kindly help

[PrashanthR95946]

Hi @Deepika54 , Instead of Business rule try to create a flow with trigger conditions as state is on hold and on hold reason is awaiting caller and wait for the duration once the 15 days is done use do until action and wait for 5 days to repeat every 5 days interval.

[Di Zhang]

create the scheduled job with following logical:

check the hold and on hold reason is awaiting caller incidents which updated time is 10th,12th,15th day fart from current time send notification and if interval between update time and current is Multiple of 5 days， sent notifications.

[Shraddha Kadam]

Hello @Deepika54 ,

Can you please provide the script so we can add the logic into it.

[Dr Atul G- LNG]

Hi @Deepika54 

You can create a flow that triggers based on the specified time or days.

https://www.servicenow.com/community/developer-forum/send-a-notification-using-fire-event-action-in-...