incident clean up

[ShruthiMR]

ServiceNow client would like to perform a cleanout activity to clear out their tables which has too much historic data which is no longer reported. One such cleanup activity needs to happen on Incident table. Assuming that Archiving rule is not in place, we need to ensure that Inactive Incidents OLDER than 5 years should be purged from the system. This can be done by a scheduled batch job that clears out historic data to maintain system health. Before purging a report should be extracted from the system and sent out to the concerned Incident Managers to ensure data is not forever lost. Cleanup activity should run once every two months

[Ankur Bawiskar]

@ShruthiMR 

How many records are there?

You can export that and then start the cleanup activity.

what did you start with and where are you stuck?

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

[Vishal Jaswal]

Hello @ShruthiMR 

1. Determine the total count of incidents till date and Determine the total count of incidents to be extracted and then deleted.

2. If the count is in hundred thousands or millions then educate your client that this is going to be continuous activity for next set of weeks.

3. If there is a data warehouse or datalake which daily gets extract of ServiceNow incidents then don’t extract from ServiceNow rather you can delete directly. However if not then extract in batches like via excel/csv only during non-business hours via schedule job.

4. After few days once the backup is ready then you can adhere below ServiceNow KB to start the deletion of such incident records:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0694151 

[ShruthiMR]

if more than one incidents for same manager will get the one email for all the incidents(table or csv file attach in mail)

[Ankur Bawiskar]

@ShruthiMR 

you can refer my below solution where something similar was done and you can enhance it for your case

I used scheduled job and email script to include table

Email Notification to all users of assets assigned specifically to them 

Email script 

I believe I have answered your question and you can take it from here.

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