Requirement to send email reminders to send based on 'Due date' on RITM and Close the RITM

[Community Alums]

On a Service catalog based on a value entered in free text variable 'AD account', I need to look up a custom table u_user_ad_accounts for matching 'name' and send reminders to admin group 3 weeks before Due date (date variable on catalog item), 2 weeks before, and 1 week before. Also, the RITM should be Close completed if and 'password reset date' for the matching record on u_user_ad_accounts table changes and stop the email reminders. How to achieve this ? Is it possible to achieve this from the flow or do I have to use Business rule and scheduled job?

[Sandeep Rajput]

@Community Alums This should ideally be handled via a flow or workflow. You need to create a flow/workflow and associate it with the catalog item. Add the steps to handle reminders and closure of the RITM in the flow/workflow. For more information please refer to https://docs.servicenow.com/bundle/vancouver-build-workflows/page/administer/flow-designer/task/create-sc-flow.html

[Community Alums]

@Sandeep Rajput - I had no luck with the flow/workflow, I might not be getting the steps right.

[Josh Pirozzi]

Does the field need to be free text? Can you use a reference variable that displays the records on your custom AD table? From my experience, it can be impossible to match the incorrect entries of a free text field to the names on a table.

From the Flow side, you'll want to add a 'Wiat for' Flow Step and then log how much time you want to wait before sending the reminder notification.

[Sandeep Rajput]

Share the snapshot of your flow/workflow.