Notification to show when an incident hasn't been updated for a few hours

[peri sravani1]

Hi all, I am looking for a way to produce an email to show agents when an incident hasn't been updated for 2hours?

Inactivity Monitor should exist with the following conditions:

Priority is "1-Critical" and State is Not Resolved or Closed, wait for 2 hours 

If this monitor is triggered then an email should be sent to the Service Desk Manager to notify them of inactivity.

Email details should include:

The email should be sent to: Assigned to and Assignment Group

The email should be sent when: The incident inactivity is triggered from the inactivity monitor

The subject of the email should be: 

No activity detected for incident "incident number"(as a link)

The notification should have the following body:

"Incident Number" - Short Description (of the incident)

Additional Details:

Caller

Category(or configuration item)

Business Service

Priority

Take me to the incident (link)

Thank You.

This should also include checking the work note updates

This is the requirement I've and need a solution for it. It would be great of you help me fulfill this request.

[Sohail Khilji]

Hi @peri sravani1,

I have 2 suggestion :

1. Depend on SLA notification which is good for entity, you can extended the number of % breach the notification is sent on. 

Still if you want to stick to your requirement... > then,

2. I would do this with Flow Designer. Create a scheduled flow to run, say once every 2 hour.

Look up records that meet your condition (e.g. active and updated at or before 24 or 48 hours ago)

For each record, send a notification.

I hope this help !

[Sohail Khilji]

something like this : 

[peri sravani1]

Hi @Sohail Khilji ,

Following this method it is generating email for only 1 incident. But it should generate email for all those incidents that meets the criteria.

[Sohail Khilji]

In the flow action > you will be able to find Flow Logic > For Each 

Use this to send notification for each of the record ....