Email notifications for incidents with no updates

Couts · ‎02-27-2024

I'm having some issues trying to get my email notification to work. I've created an event, created a scheduled job, and created a notification (none of this is OOB). I'm not sure what I've done wrong but I check the email logs and it never creates an email.

Would someone be able to assist?

Josh Pirozzi · ‎02-29-2024

Hi @Couts ,

We've implemented something similar for Incidents where it was 'On-Hold' and 'Awaiting Caller'. The way we went about it is:

Wait for condition in a Flow
- This is where we set XX amount of time based on a selected schedule.
After the set amount of time passed, then we set the 'If' Statement to check if an update was logged in the Work Notes.
If there wasn't an update, we triggered a Notification from within the Flow.

For our purposes, we provided three reminders to the Caller before the Incident auto-resolved due to non-response.

Hope this helps!

Josh Pirozzi

View solution in original post

Dr Atul G- LNG · ‎02-28-2024

Hi @Couts

Are you trying to do on PDI? If yes, then no email will go out from PDI due to security constraints. Also you can do the above work via flow designer, which will be low code.

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Dr. Atul G. - Learn N Grow Together
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Couts · ‎02-28-2024

Hi there @Dr Atul G- LNG,

Thanks for the reply!

I was trying to do this on a DEV environment. I did something very similar to this with expiring KB articles. I know for sure that works so I'm a bit confused why it's not working for the email.

I did try it out in Flow Designer but I can't seem to get a grasp on the 'Updated' condition. I want it to look for incidents that have not been updated before 5 days ago and send an email but I'm unsure of the script to use to state that. And there is no data pill to state the 'before 5 days ago'. I've looked at a few other communities and I saw there were some trying to use GlideDateTime to name the condition but I'm not quite understanding it.

Dr Atul G- LNG · ‎02-29-2024

Hi @Couts

Use Look up records

*************************************************************************************************************
If my response proves useful, please indicate its helpfulness by selecting " Accept as Solution" and " Helpful." This action benefits both the community and me.

Regards
Dr. Atul G. - Learn N Grow Together
ServiceNow Techno - Functional Trainer
LinkedIn: https://www.linkedin.com/in/dratulgrover
YouTube: https://www.youtube.com/@LearnNGrowTogetherwithAtulG
Topmate: https://topmate.io/atul_grover_lng [ Connect for 1-1 Session]

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Couts · ‎02-29-2024

Hi @Dr Atul G- LNG ,

I'm a bit confused. The screenshot I provided shows that I am using Look Up Records. My main issue is that I cannot define days in my 'If Statement' screenshot. I believe once I can define days (ie, when the 'Updated' field was updated before 5 days ago) either through script using a flow variable or another data pill, the flow should work as intended.

Thanks,

Markus