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.

[peri sravani1]

Hi @Sohail Khilji ,

I'm not able to select any record here.

[MahmoudR]

Better late than never.  The reason that in the For Each there is no result in the Lookup Record because it only returns a single record.

The for each takes multiple records to loop through them 

the correct action should be Look Up Records Not Look Up Record    Before the for each action , this way the for each will loop through all the incidents matching the criteria and execute the flow successfully. 

Kudos to @Sohail Khilji for his answer as well