Setting up notification for inactive incidents

[Ryan38]

Hi guys,

Trying to set up the notification for the incident inactive for 3 days. Below are settings under the inactive notification.

Also try to setup via inactive monitors but doesn't work. 

Any suggestions would much be appreciated.

[Tony Chatfield1]

Hi, I think your conditions will already be defined in your inactivity monitor;
So they may not be needed in the notification - unless you have multiple inactivity monitors being triggered on the same task table with different conditions.

The first step would be to create your inactivity monitor and confirmed that incident.inactivity is triggered\can be seen in the event log when expected. If there is no event log record perhaps you can share the inactivity monitor that you have created so it cvan be reviwed? xml would be the best method.

[Ryan38]

Here is what I set for the inactive monitor.

Not sure how to link that to incident.inactivity

Not sure how to check if it's triggered.

Below is under event log.

[Tony Chatfield1]

Hi, I suspect you need to set a wait time of 3 days which is why you are currently seeing incident.inactivity triggered every 5 minutes for the 1 task (I am guessing Parm1 is the task sys_id).

And you also need to set a reset condition, so that if the task is updated the inactivity timer is reset.

[Priyanka Vasant]

Hi Ryan,

I am sharing similar thread that might help you.go through the below link.

https://community.servicenow.com/community?id=community_question&sys_id=5c11cfa5db98dbc01dcaf3231f96...

Mark helpful or correct based on impact.

Regards,

Priyanka A.