weekly email remainder notification

[PRAVALIKAREDDYL]

Hi,

My requirement is - A weekly email notification is sent to each assignment group manager of any queue with an incident in the breach of SLA and all the breached incidents for the managers team are included in the notification

what is the best ServiceNow approach to implement this weekly SLA breach notification and most effective way to aggregate and present breached incidents per manager for the email content, while considering performance?
Any guidance, examples, or links to relevant documentation would be greatly appreciated!

[Ankur Bawiskar]

@PRAVALIKAREDDYL 

you can use weekly scheduled job and collate the data for breached SLA and send 1 email per manager of Assignment group with list of breached Incidents

Check below links where I shared solution on how to send 1 email per user and collate all info in that, enhance that as per your requirement

Email script 

Email Notification to all users of assets assigned specifically to them 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@PRAVALIKAREDDYL 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ravi Gaurav]

Hi @PRAVALIKAREDDYL 

 

Option A :Scheduled Script Execution (+ Notification with Mail Script) most control & performance

1. Scheduled job (Weekly): queries task_sla → only breached SLAs on Incidents.

2. manager → groups → incident rows.

3. For each manager, raise a custom event with their prebuilt payload (or pass a sys_id list).

4. A Notification fires on that event and uses a Mail Script to render a neat HTML table.
   
   

Option B — Flow Designer with Scheduled Trigger (low-code)

• Create a Flow with a Scheduled trigger set to Weekly.

• Add an Action (Script) step to run a joined query (as above) and Call the “Send Email” action per manager with a Template or Content Block.

• This is simpler to maintain, but scripted logic is still recommended for the aggregation.