Trigger email notification for change task

[Nilofer1]

I have a change task.  If the task is not assigned to any assignee in "assigned to" field till 2 days then I need to trigger a notification and wait for 2 more days and trigger notification again, if the task is still not assigned to anyone. 

How to achieve this?

[Punit S · Accepted solution]

Hi Nilofer,

To achieve this goal your stated above,  in ServiceNow, you can create a Business Rule with a Scheduled Script.

Here are the steps to create the Business Rule:

1. Go to the Business Rules application in ServiceNow.
2. Click on the New button.
3. Fill in the following details:
   • Name: e.g. "Change Task Assignment Notification"
   • Table: Change Task [change_task]
   • When to run: Before
   • Insert: checked
4. Under Advanced, check the "Run on Load" checkbox.
5. Save the Business Rule.

Next, you will need to create a Scheduled Script to run every 2 days to check the "assigned to" field of the Change Task and send out notifications if the task is still unassigned.

Here are the steps to create the Scheduled Script:

1. Go to the Scheduled Jobs application in ServiceNow.
2. Click on the New button.
3. Fill in the following details:
   • Name: e.g. "Check Unassigned Change Tasks"
   • Interval: 2 days
   • Active: checked
   • Run: Script
4. Under the Script section, copy and paste the following code:

var changeTaskGr = new GlideRecord('change_task');
changeTaskGr.addQuery('assigned_to', '');
changeTaskGr.addQuery('sys_updated_on', '<=', gs.daysAgo(2));
changeTaskGr.query();

while (changeTaskGr.next()) {
  // send notification for unassigned task
  gs.eventQueue('change.task.unassigned.notification', changeTaskGr, gs.getUserID(), 600);
}

5.Save the Scheduled Script.

This script queries all Change Tasks that have not been assigned to anyone and have not been updated for the last 2 days. For each of these tasks, it sends a notification event to a custom event queue named "change.task.unassigned.notification".

You can then create a Notification that listens to the  "change.task.unassigned.notification" event and sends out the desired email or message to the relevant users. You can also create another Scheduled Script to run after another 2 days to repeat the notification process if the task is still unassigned.

Please mark my answer correct/helpful in case it adds value and moves you a step closer to your desired ServiceNow solution goal. 

Thanks,
Punit