Track send email time for a record in ServiceNow

[tkrishna29]

Hi,

Our monitoring team looks for critical alerts,  start communicating to a department using send email option (within 30 mins after alert creation) on the alert page where they can choose a template, customize it and send the email. The email is tracked on the alert record.

They want to report on the number of alerts that the monitoring team missed to send the communication within 30 minutes. 

Options we thought of:

1. Build a view on sys_email and alert table to find the records that has email sent in first 30 minutes. This option is ruled out as sys_email is very large and it's not a best practice.

2. Write a BR on sys_email (Before Insert) and update the email sent time(custom) field on alert record. Again, writing a BR on sys_email may not be a best practice as this will run for every email that was sent out and check the conditions.

Greatly appreciate if you have any alternate suggestions. Thank you.

[kaushal_snow]

Hi @tkrishna29 ,

Utilize a Business Rule on the Alert Table..

Instead of monitoring the sys_email table, which can be inefficient, create a Business Rule on the Alert table.

This rule will:

>> Trigger on Record Update: Set the Business Rule to run when the alert record is updated.

>> Check for Email Sent: Verify if the email was sent by checking the appropriate field or condition in the alert record.

>> Capture Time: Record the timestamp when the email is sent....

>> Calculate SLA: Implement a Service Level Agreement (SLA) to measure the time between the alert creation and the email sent time.

This method allows you to efficiently track and report on whether emails were sent within the desired timeframe.....

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