Inactivity Monitor Schedule

John H1 · ‎11-01-2022

I have a requirement to send out weekly notifications for Incidents that have been open more that 30 days.

I have built am Inactivity Monitor rule but I can't get it only run weekly, It run every few hours.

Where can I set the rule only run once a week?

kamlesh kjmar · ‎11-01-2022

Unfortunately, if there are two inactivity monitor defined with same set of conditions then only one can execute with lowest order defined. You can't make both execute. This is how system is designed. At least this is what servicenow doc says.

Regards,

Kamlesh

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kamlesh kjmar · ‎11-01-2022

Hi @John H1 ,

Did you try Wait field, you can specify days in it :

Regards,

Kamlesh

John H1 · ‎11-01-2022

Thanks for the quick response. Since I'm still testing in DEV I did set the "Wait" for 1 day and still getting notifications being sent every two hours.

kamlesh kjmar · ‎11-01-2022

Could you please confirm if you have just one inactivity monitor defined on your table ? In case if there are multiple, then only one with lowest order will take the precedence and will execute. May be this is what is happening.

Also you can refer to the below KB article:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0524319

I hope this help.

Please mark this helpful if this helps and Accept the solution if this solves your issue.

Regards,

Kamlesh

John H1 · ‎11-01-2022

There are two Inactivity Monitors (one is OOB) with the two hour wait.

Is there a way to have two (possibly set the execution order) or do I need to looks for another solution?

Appreciate the assistance.