Creation of recurring incidents trends

[tundesoaga]

How can the logic for automatically creating recurring incidents in ServiceNow be defined and implemented, and what criteria should be considered when configuring this functionality?

[Naveen20]

This is one possible approach

Platform doesn't have a native "recurring incident" feature out of the box. Here's how it's typically implemented:

Core Approach: Scheduled Script Execution

Use a Scheduled Job (sysauto_script) that runs on a defined schedule (daily, weekly, monthly) and executes a script to insert new Incident records from a template or reference record.

// Example Scheduled Script Execution
(function() {
    var template = new GlideRecord('incident');
    template.get('<sys_id_of_template_record>');

    var inc = new GlideRecord('incident');
    inc.initialize();
    inc.short_description = template.short_description;
    inc.description = template.description;
    inc.category = template.category;
    inc.assignment_group = template.assignment_group;
    inc.priority = template.priority;
    inc.contact_type = 'scheduled';
    inc.insert();
})();

Key Criteria to Configure:

1. Schedule — Define via Run (daily/weekly/monthly/cron) on the Scheduled Job record.
2. Template source — Use a dedicated "template" incident record, a custom table to hold recurring definitions, or Record Templates (sys_template).
3. Field mapping — Decide which fields carry over (assignment group, CI, category, description, priority).
4. Duplicate prevention — Add logic to check if an open incident from the same recurring definition already exists before creating a new one.
5. Conditional execution — Business rules like "only on weekdays" or "skip holidays" should be coded into the script or controlled via schedule entries (cmn_schedule).

Alternative Approaches:

• Flow Designer — Use a Scheduled Flow trigger with a Create Record action, easier for non-developers to maintain.
• Custom table — Build a u_recurring_incident_definition table with fields for schedule, template values, and active/inactive flag, then have the scheduled job iterate over active definitions.

The custom table approach is the most scalable if you have many recurring incidents with different schedules and ownership.

[Tanushree Maiti]

Refer : https://www.servicenow.com/community/itsm-forum/recurring-incidents-report/td-p/561578

Recurrent incidents