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

[kishor kumar3]

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.

[SoniaShridhar13 · Accepted solution]

@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.

[SoniaShridhar13 · Accepted solution]

@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.

[kishor kumar3]

Hi @SoniaShridhar13 ,

         Thanks for the reply can you please help me with the script?

[Ankur Bawiskar]

@kishor kumar3

there is already auto close feature for incident out of the box

just update the property to 2 days

[kishor kumar3]

yeah i found it.