Incident due date functionality

[Eli Guttman]

Hi,

Is there any out of the box functionality for incidents / requested item / catalog task due date field?

meaning - any notifications / processes that out of the box built on this field?

Some teams would like to use this field for tracking purposes and working if this can be self managed by the team - or there might be some notifications that will be send to end user if they are using this field. 

[Riya Verma]

Hi @Eli Guttman,

Hope you are doing great.

ServiceNow provides various features and processes built around the due date field to facilitate tracking and notification purposes:

1. SLA Management: Service Level Agreements (SLAs) can be configured in ServiceNow to define response and resolution timeframes based on the due date field. This ensures that incidents, requested items, and catalog tasks are addressed within the specified time limits, and notifications can be triggered to inform both internal teams and end users about approaching or missed deadlines.

2. Notifications and Reminders: ServiceNow allows for automated notifications and reminders to be sent based on the due date field.  Similarly, notifications can also be sent to end users to keep them informed about the status of their requests and any upcoming due dates.

3. Workflows and Escalations: ServiceNow provides a robust workflow engine that can be utilized to automate processes related to the due date field. Workflows can be designed to trigger certain actions when a due date is nearing or has been missed. For instance, if a due date is exceeded, an escalation process can be initiated to notify supervisors or managers for further action.

[Eli Guttman]

Hi Riya - thanks for this information - very helpful! 

So we have several options to use this field - but as far as you know - is any of the items you mentioned as configured out of the box?

The reason i'm asking is that the Teams would like to start using it for internal documentation and follow- up, and inthe future, we might build some processes as you mentioned.

Also, i noticed that there is also a field called "follow-up" which is also date field - do you know if this field has any out of the box functionality build on top of it?

[Riya Verma]

Hi @Eli Guttman ,

Regarding the "follow-up" field, snow does not have any specific out-of-the-box functionality built exclusively for this field. It is essentially a date field that can be used to track and capture follow-up dates or deadlines related to specific records or tasks. The functionality or actions triggered by the "follow-up" field would depend on how it is configured and customised within your ServiceNow instance. 

Additionally, to add some functionality, you can create BR Or scheduled job to trigger the event in order to trigger the custom notification.

Yes, we do have OOB built in notification, jobs and SLA defined in Instance : You can find the details by searching in table querying to table such as incident, requested items, etc.