Trigger notification when Incident is Assigned to is empty or blank for more than 2 Hours ,then trigger the notification to the group manager.

[Hari Babu]

Hi Friends ,

Trigger notification when Incident is Assigned to is empty or blank for more than 2 Hours ,then trigger the notification to the group manager manager .

Not sure how to go about this. Please note, I am not a developer. If the solution involves writing a script, it will help if you can paste the script. Thank you.

Regards,

Jagadeesh

[Kalaiarasan Pus]

The easiest way would be use Inactivity monitor and set it to the condition for which you want to trigger the notification. Inactivity monitor triggers a event by default. All you need to do is set up a related notification and you are good to go. But the drawback to this solution is that it would not work for already existing record.

https://docs.servicenow.com/bundle/geneva-servicenow-platform/page/administer/time/task/t_SetAnInactivityMonitor.html

And as Goran and others have suggested, setting up an response SLA is also not a bad idea if you do not wish to adopt inactivity monitor.

[Goran WitchDoc]

Just remember and Korrect me if I'm wrong. But when the timer ends on inactivity timer and event is created the record it self is being "updated" and gets a new updated time and updated by. This to reset the timer for a new "2 hour period".

//Göran

[Hari Babu]

Hi Goran,

Tq Goran for your response, 

I got solution from some one . he gave me the  solution please find the below the solution.

• You can create a workflow which will involve timer of 2 hours and in every two hours send an email to the group manager via notification activity. In order to achieve this, follow below steps:

               1. Create a new workflow from the 'workflow editor'

               2. Add an 'If' condition activity(checking if 'assigned_to' is empty)

               3. You will get two options- yes and No

               4. Connect 'No' with the End activity

               5. Create a new timer activity and select 2 hours

               6. connect 'Yes' with the timer activity 

               7. Create a new email notification activity and add it with the output of timer activity

               8. In the notification activity, define send to as 'group manager' or you can provide IDs

               9. Connect the notification end with the'End' activity and publish the workflow from the header menu

Regards,

Jagadeesh

[Goran WitchDoc]

Hi,

well, that is pretty much as how I wrote on top. I  wouldn't use the Notification activity but create event and then trigger the notification on that event. This to have all notifications on under the module "notification". 

//Göran