Incident tickets not updated

[lynchr02]

Hi

Does anyone know the best way of alerting agents and or assignment groups when a ticket hasn't been worked on or updated in more than 30 days 

I've tried the inactivity monitors with an email notification but its not quite working for me. I then tried a business rule but that didn't have the desired affect   

[Ankur Bawiskar · Accepted solution]

@lynchr02 

you can have a daily scheduled flow towards start of day or end of day and then iterate and lookup on those records with correct filter condition

Something like this

1) Use Lookup Records action as you have to search for multiple Records

2) Then use For Each to iterate over each record

3) Then use Send Email action for every record

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

[lynchr02]

Thanks for the reply I did a test on the flow and it did send the email but it was a ticket that was closed 

I added in the following