Notification / Report to show when an incident hasn't been updated for a few days

[ashep99]

Hi,

I am looking for a way to produce a report or email to show agents when an incidents hasn't been updated or a few days?

[Chuck Tomasi]

If you are looking to do a notification, I invite you to take a look at a solution I built last fall that allows scriptless scheduled jobs.

Scriptless scheduled jobs

[Sakshi14]

Hey Andrew,

You can probably create a report on the incident table with a condition :

updated by >= 5 days (say)

You could also schedule it, so that the concerned people are notified about such incidents on a periodic basis like cob everyday or weekly.

Hope this helps!

[randrews]

the question here is what are you trying to acomplish.. there are several ways to do this...

1> create a scheduled job that queries the incident table for active is true.. state is not pending vendor/pending customer <assuming you have these> and last updated more than 3 days ago...   in the while loop fire an event and create a notification for that event .. < I do NOT recommend this as it creates a LOT of emails and people will get to the point of just deleting without reading>

2> create a report same type conditions.. the problem here is no one will actually read the report.

3> set a style on the number field that will highlight the incident in red if the last updated was more than 3 days ago...   this seems to me to be the best bet as when they look at their list of incidents they will jump out....

Personally i consider this a management issue... if the supervisor/manager   isnt' taking enough of an interest to ensure the records aren't being followed up on .. nothing you do will help.

[Laxmikanth]

Hi Andrew,

You can achieve this through the scheduled report or notification.

http://wiki.servicenow.com/index.php?title=Creating_a_Simple_Reminder_Email#gsc.tab=0