Sending email notification to user on no response and auto closing the incident

kishor kumar3
Tera Contributor

Hi folks,

       can any one help me with this scenario?

Sending email notification to user on no response and auto closing the incident with 2 days.

 

 

2 ACCEPTED SOLUTIONS

SoniaShridhar13
Giga Guru

@kishor kumar3 Hi! 

At first, you have to enable the auto close feature: https://docs.servicenow.com/bundle/quebec-it-service-management/page/product/incident-management/tas...

A scheduled job will invoke the Business Rule 'incident autoclose'. Have a look in that BR to understand how it works and find a proper condition for your email notification.

 

How to trigger a notification on when an incident is closed?

1. You should have an out of the box solution for this, search for System Notification -> Email -> Notifications on left tab.

2. Filter by which table you want to see notifications. You should find (e.g. for table Incident) an "Incident Resolved" notification which is triggered when [Incident state] [changes to] [Resolved].

3. If you want to create another notification to inform that the incident is closed, create a new notification with this condition: [Incident state] [changes to] [Closed].

 

How would you trigger a notification that warns the user that his reply to a closed incident have been ignored and that he should create a new ticket? You can set notification conditions (e.g. Incident table) to [Incident state] [is one of] [Resolved, Closed] AND [Work notes] [changes]. You can send the notification on this case to the caller or maybe to the "updated by" user.

How would you implement a notification that needs to be sent in the caller language only? Another notification to be set. Let's suppose you have users based in the US and California:

Notification #1: When to send: [Caller.Location] [is] [United States] What will contain: Notification in English Notification

#2: When to send: [Caller.Location] [is] [California] What will contain: Notification in German

If my answer replied your question please mark appropriate response as correct so that the question will appear as resolved for other users who may have a similar question in the future.

View solution in original post

@kishor kumar3 

Glad to know.

As per new community feature you can mark more than 1 response as correct.

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

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader

View solution in original post

5 REPLIES 5

@kishor kumar3 

Glad to know.

As per new community feature you can mark more than 1 response as correct.

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

Regards,
Ankur
Certified Technical Architect  ||  9x ServiceNow MVP  ||  ServiceNow Community Leader