Generate mail if the Incident tickets are not been updated more than one day

AmadasaniS
Tera Contributor

We have a requirement where we need to identify Incident records in the Incident table that have not been updated for more than 2 day . The details of these incidents — including Number, State, Category, and Last Updated Date — should be compiled and sent in a single email.

Could someone please guide us on how to implement this solution in ServiceNow?

J Siva
Kilo Patron

HI @AmadasaniS 
Either use Flow designer (Run daily trigger) or Scheduled Job to check the last updated date. If it's not updated in last 24 hours, then send an email notifictaion.
Try this and let us know if you stuck in the middle..
Regards,
Siva

Sanjay191
Kilo Patron

Hello @AmadasaniS 

Please refer the below flow designer i hope this should work for this 

Sanjay191_0-1758181706161.png

Sanjay191_1-1758181748366.png

 

If my answer has helped with your question, please mark my answer as accepted solution and give a thumb up.
Thank You!!


Bhuvan
Giga Patron

@AmadasaniS 

 

I would recommend to create a report or data visualization in PA Dashboard with dynamic conditions where you can check status is New or In Progress and Updated is 2 days older than today and send email notifications to client stakeholders

 

Below is for sample

Bhuvan_0-1758183066697.png

If this helped to answer your query, please mark it helpful & accept the solution.

 

Thanks,

Bhuvan

@AmadasaniS 

 

Did you get a chance to review this as I believe the information provided should answer your question and would be the most simple way to fulfil your requirements.

 

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

 

Thanks,

Bhuvan