Notifications to be triggered when incident is on hold and update for closure

[JohnDF]

Hi everyone,

how you would achieve this requirement? 

Setting up automation: Implement an automation within the system that monitors whether an incident is in the "On Hold" status.

Checking time in "On Hold" status: Monitor the time the incident has spent in the "On Hold" status. If this time exceeds 7 days, trigger an action.

Notification to the requested user: Send a notification to the user who requested the incident (requested by user) to inform them that the incident has been in the "On Hold" status for more than 7 days.

Further monitoring: Continue monitoring the status of the incident. If there is no activity within another 7 days, proceed with the next action.

Closing incident: If there is no activity within the additional 7 days, automatically close the incident.

The inform of the first notification should be log in the incident in activity logs

Thanks for your help

[Sohail Khilji]

This will help ::

https://www.servicenow.com/community/developer-forum/want-to-triger-email-notification-to-the-user-w...

Adjust the logic accordingly !

[anil_mishra11 · Accepted solution]

Hello, 

For this you need to create a workflow on incident table,

In workflow properties, give the following conditions

Then in workflow editor,

use the timer as shown below, and in that timer, provide the duration as 7 days. 

Then, add a if, provide condition as State is "on hold"

After that create a event, and then use that event in triggering the notifications.

After notification, add another timer for 7 days, and add if, with condition as State is "onhold" and if it return "true" set incident state to closed

Please mark my answer as helpful, accept it as solution , if it answers your query.

Thank you,

Anil

[A_R7]

thanks @anil_mishra11  it really worked

great solution