Send email notification if incident hasn't been assigned for more than 20 mins

mkader · ‎01-31-2020

Hello,

I am trying to create an email notification that gets fired if the assigned to field is unassigned for more than 20 minutes. Not sure how to do this. I tried to just use logic from the email notification, but it does not seem to be working. This should happen on new incidents created.

Allen Andreas · ‎02-03-2020

If your business is measuring itself/service based off of two things: response and resolution....then the purpose of you needing to ping someone that a ticket hasn't been assigned for 20 minutes...is that due to requirements that you all need to response/associate a ticket to a technician within 20 minutes (within a set schedule/work day -- if applicable)..then yes, there should be a response SLA definition set for this and within the workflow you can easily notify 'x' individuals to "get on it" and assign this to someone.

All of that isn't necessarily said in your post...so I am "assuming"...

If it's for one particular team...or something edge case like that then no...don't do my suggestion.

My suggestion is meant as an overall platform suggestion. And usually that is defined as P1's would need to be assigned within 20 minutes. P2 is 2 hours...P3 is 8 hours...

Examples like that...it would be more specific I'd say to the priority (although you all could enforce this across all priorities, but usually it's like in the example I gave above).

Please mark reply as Helpful/Correct, if applicable. Thanks!

Please consider marking my reply as Helpful and/or Accept Solution, if applicable. Thanks!

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Alberto Consonn · ‎01-31-2020

Hi,

you could use Inactivity Monitor for this (see image below as example), then define an Email Notification with the related even triggered:

When an inactivity monitor triggers, it generates an event in the form <tablename>.inactivity (for example, incident.inactivity). The inactivity monitor does not automatically specify further actions, so either an email notification or script action must be defined to drive further action.

Any other information, please check the official documentation below:

https://docs.servicenow.com/bundle/newyork-platform-administration/page/administer/time/task/t_SetAn...

If I have answered your question, please mark my response as correct and/or helpful.

Thank you very much

Cheers
Alberto

mkader · ‎01-31-2020

Thanks for your response @Alberto Consonni - Does the inactivity monitor create any extra load on the system? Also is the inactivity monitor the best way to go about this?

Alberto Consonn · ‎01-31-2020

Hi, I suggest you to use Inactive Monitor, we've used a lot with some customers. it won't take much of extra load.

Cheers

Alberto

Knight Rider · ‎01-31-2020

Hi,

please refer to the below community post:

https://community.servicenow.com/community?id=community_question&sys_id=3b064b61db1cdbc01dcaf3231f96...

-Vinay.