question How to find if the incident is not updated in last 5 business hours in servicenow in flow desinger in Virtual Agent forum

How to find if the incident is not updated in last 5 business hours in servicenow in flow desinger

nayanmule — Wed, 22 Jan 2025 06:50:56 GMT

Hi,

I need to find out the incident which is not updated in last X business hours in servicenow.

I want to use it in a flow designer .

Any help will be appreciated

Thanks,

Nayan

Re: How to find if the incident is not updated in last 5 business hours in servicenow in flow desing

Ankur Bawiskar — Wed, 22 Jan 2025 06:58:03 GMT

@nayanmule

you can use schedule in your script in flow.

It's not possible to get it directly using filter condition

Refer below link for help

Not updated in Last 5 days

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: How to find if the incident is not updated in last 5 business hours in servicenow in flow desing

Ankur Bawiskar — Mon, 31 Mar 2025 12:43:47 GMT

@nayanmule

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: How to find if the incident is not updated in last 5 business hours in servicenow in flow desing

Ankur Bawiskar — Thu, 08 Jan 2026 07:09:26 GMT

@nayanmule

Hope you are doing good.

Did my reply answer your question?

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

Re: How to find if the incident is not updated in last 5 business hours in servicenow in flow desing

Utpal Dutta — Thu, 08 Jan 2026 08:03:23 GMT

Hi @nayanmule ,

You can make use of "Repeat" schedule in flow trigger. Set it to 5 hours and your flow will trigger every 5 hours.

If my answer helps then please mark it helpful or accept this solution.

Thanks,

Utpal

Re: How to find if the incident is not updated in last 5 business hours in servicenow in flow desing

saraw925 — Thu, 08 Jan 2026 09:26:57 GMT

Hi @nayanmule,

It is better to use a Business Hour Schedule since ServiceNow doesn't have a built-in encoded query for business hours on 'sys_update_on' as it uses calendar time which does not respect business hours, holidays or weekends.

1. You may create a schedule in [cmn_schedule] or use an existing schedule if already defined.

2. Scheduled is recommended here to trigger the flow than using Record Updated.

3. To calculate the exact business hours you may use a Script after the trigger.

Takes your number of work hours (default is 24)
Make a date/time set to right this moment.
Subtracts that many business hours from "now" to skip nights, weekends, holidays etc to calculate the cut-off time

4. You may use this cut-off time in Look Up Record where the Table is Incident (Condition : for the active incidents where nobody worked on them since the cut-off time)

If my response helped please mark it correct.

Best Regards,

Sarah