question Incident functionality question in Developer forum

Incident functionality question

Ketan Pandey — Fri, 02 Aug 2024 06:16:11 GMT

Is there any functionality for incident monitoring, User will have option to set monitoring period on incident, After the monitoring period over, Incident assignee will get notification

Re: Incident functionality question

servicenow_devo — Fri, 02 Aug 2024 06:22:09 GMT

I think there is no inbuild functionality. But you can probably create new to get input from user from a field or question in Record Producer variable. Then use this to pass into an workflow or to wait that amount of time and trigger the notification once time completes.

Re: Incident functionality question

Dr Atul G- LNG — Fri, 02 Aug 2024 07:22:22 GMT

Hi @Ketan Pandey

User, are you referring to the caller or assigned to? What is the meaning of monitoring here? And what will happen to an incident during monitoring?

Please provide more details so we can understand your use case.

Re: Incident functionality question

vermaamit16 — Fri, 02 Aug 2024 07:30:29 GMT

Hi @Ketan Pandey

If I understood your requirement correctly, you want to monitor an incident and the assignee should have the flexibility to set the monitoring period. Out of the Box, I don't think we have any direct solution for this but you can refer below links which could help you to set it up :

https://www.servicenow.com/community/developer-forum/send-e-mail-based-on-the-date-time-selected-in-a-field/m-p/2068050#:~:text=eventQueueScheduled%20works%20to%20trigger%20an,the%20specified%20date%20and%20time.

https://www.servicenow.com/community/developer-forum/scheduled-job-script-to-look-at-a-due-date-and-send-a/m-p/2015269

Thanks and Regards

Amit Verma