Guidance on configuring "Incidents not updated recently" entry in SOW Home "Upcoming section "

ROSHINIB
Tera Contributor

3 hours ago

Hi Everyone,

Our Requirement to Setup New entry for the Service Operations Workspace Home "Upcoming section"

Name: Incidents not updated recently
Criteria: Active and unresolved Incidents assigned to the agent that have not been updated in the last 7 days and are not in the On-hold state
Could anyone guide me on the best approach to configure this?

Thanks in advance!

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Dr Atul G- LNG
Tera Patron

2 hours ago

Hi @ROSHINIB 

 

Create a report and add that in SOW

 

https://www.servicenow.com/community/incident-management-sow-forum/adding-a-report-to-service-operat...

 

Condition

Active = True

Update = 7 days ago

State is not Onhold

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