Need to send an email with list of incidents which are not updated more than 2 days

[VijayramY]

Need to send an email every day with list of incidents which are not updated more than 2 days. Here trigger condition is , if any incident is not updated more than 2 days
please guide me on how to achieve this.

[Nehal Dhuri]

You need to create a scheduled job for this and trigger the event from scheduled job to send the notification and in event parameter you need to pass a list of incidents in an array or in object so that you can use it in email body

[GlideFather]

@Nehal Dhuri @VijayramY 

yes, exactly - a scheduled job or a flow.

Optimally use event and that would be a notification trigger, or you can send that notification from flow as well.

buuuuut be careful not to trigger each incident separately 😄 and also, these scheduled reports are usually executed early morning or late nights.

If you want to have in last 2 days, be careful not to send on Monday with no update during the weekend so exclude that...

[Ankur Bawiskar]

@VijayramY 

email has to be sent to whom? Assigned to -> Manager with list of all INCs not updated by his/her Assignee in last 2 days?

what's your exact business requirement?

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

[Rafael Batistot]

Hi @VijayramY 

You need create:

1 - Event (To triger the notification)
2 - Notification (Event is fired with your event) 
3 - Mail scrip (with information that you need "list of incidents which are not updated more than 2 days"
4 - Schedule job (Run daily) 

See some code exemples: 

Schedule job: 

(function() {
    var gr = new GlideRecord('incident');
    gr.addEncodedQuery('sys_updated_onRELATIVELE@dayofweek@ago@2'); // not updated in 2+ days
    gr.addActiveQuery(); 
    gr.query();

    if (gr.hasNext()) {
        gs.eventQueue("custom.incident.stale.report", null, "", "");
    }
})();

Mail script: 

// Mail Script: Incident not updated for 2+ days
(function() {
    var gr = new GlideRecord('incident');
    gr.addEncodedQuery('sys_updated_onRELATIVELE@dayofweek@ago@2'); // not updated in 2+ days
    gr.addActiveQuery(); // only active incidents
    gr.query();

    var body = "";
    body += "<p>Hello,</p>";
    body += "<p>Here are incidents not updated for more than 2 days:</p>";
    body += "<table border='1' cellpadding='5' cellspacing='0'>";
    body += "<tr><th>Number</th><th>Short Description</th><th>Assigned To</th><th>Last Updated</th></tr>";

    while (gr.next()) {
        body += "<tr>";
        body += "<td>" + gr.number + "</td>";
        body += "<td>" + gr.short_description + "</td>";
        body += "<td>" + gr.assigned_to.getDisplayValue() + "</td>";
        body += "<td>" + gr.sys_updated_on.getDisplayValue() + "</td>";
        body += "</tr>";
    }

    body += "</table>";
    body += "<br/><p>Regards,<br/>ServiceNow</p>";

    template.print(body);
})();

Step 3: Create a Notification

1. Go to System Notification → Email → Notifications.
2. Create a new notification:
   • When to send: Event is fired.
   • Event name: custom.incident.stale.report.
   • Who will receive: desired group, distribution list, or email addresses.
   • What it will contain: add a Mail Script.