Notification

[Sadique Imam]

 If state is pending user in the ritm table then send four notification to the requester
 1 notification will send after one day of changing state of ritm
 2 notification will send after 5 days
 3 notification will send after 15 days
 4 notification will send after 30 days and close the ritm

Thanks in advance

[AnubhavRitolia]

Hi @Sadique Imam 

Assuming that all notification are with same recipient and content, only Trigger condition differs.

Firstly, when state changes to Pending User, store the Date in a custom hidden field. For example - Pending User Date.

You can create a Scheduled Job which would run daily and will check that state is Pending User and check if Pending User Date is 1 day, 5 days, 15 days and 30 days past. 

Using gs.eventQueue() function can trigger an event which will trigger email notification. 

And if it past 30 days, you can close the RITM.

Assuming notification would be different, you just have to trigger different events with different notification based on email requirements.

[Eswar Chappa]

Hi @Sadique Imam Below Community solution fits for your requirements 

https://www.servicenow.com/community/itsm-forum/where-is-the-3-strike-rule-defined-its-an-oob-thing-...

Cheers, hope that helps

Eswar Chappa

*** Please mark as "Correct" or "Helpful" as appropriate ***

[Sruthi17]

Hi,

You may need to use flow to accomplish this task. I have pasted a reference, please check this.

Please Accept as solution or mark helpful, if the information is useful to you.

[Sadique Imam]

Hi sruthi,

do i need to write a piece of script too?

in advance option?

and thanks for your reference.