Generate mail if the Incident tickets are not been updated more than one day

[AmadasaniS]

We have a requirement where we need to identify Incident records in the Incident table that have not been updated for more than 2 day . The details of these incidents — including Number, State, Category, and Last Updated Date — should be compiled and sent in a single email.

Could someone please guide us on how to implement this solution in ServiceNow?

[Mdsaqib826 · Accepted solution]

Hi @AmadasaniS 

Flow Designer is the recommended for this task as it's low-code, highly readable, and makes it easy to visualize the business logic. It also offers excellent performance and is the future-forward way to automate processes in ServiceNow.

Step 1: Create a new Flow

1. Navigate to Flow Designer in the left-hand navigation pane.

2. Click New > Flow.

3. Give the Flow a descriptive name (e.g., Daily_Unchanged_Record_Notification).

4. Click Submit.

Step 2: Add a Trigger

1. Click Add a Trigger.

2. Select Date as the trigger type.

3. Set the Run field to Daily.

4. Choose the desired Time to run the check (e.g., 07:00:00 for 7 AM).

5. Set the Time zone to System.

Step 3: Add an Action to Look Up Records

1. Click the plus icon (+) below the trigger and select Action.

2. Select the ServiceNow core action type.

3. Choose Look Up Records.

4. Specify the Table you want to check (e.g., incident).

5. Add the following condition:

   • Field: Updated

   • Operator: is more than

   • Value: 24 hours ago (This automatically translates to a correct script-based time check).

   • Note: If you need to check for a value that is not updated, you would use is less than or equal to. For example, Updated is less than or equal to 24 hours ago. This depends on your specific business need.

Step 4: Add Flow Logic

1. Click the plus icon (+) below the Look Up Records action and select Flow Logic.

2. Choose For Each.

3. Drag the Records data pill from the Look Up Records action in the data pill picker onto the Loop over field. This tells the flow to iterate over every record found in the previous step.

Step 5: Add an Action to Send an Email

1. Inside the For Each loop, click the plus icon (+) and select Action.

2. Select the ServiceNow core action type.

3. Choose Send Email.

4. Configure the email:

   • To: You can use a specific email address, or for a dynamic approach, use a data pill from the record you are looping over (e.g., the Assigned to > Email pill).

   • Subject: Provide a clear subject, such as Warning: Record Not Updated in 24 Hours. You can also include data pills like Record: Number to make it specific.

   • Body: Write the email body. You can use data pills to include record details like Record: Number, Record: Short description, and a direct link to the record using the Record: Link data pill.

Step 6: Save and Activate

1. Click Save in the top-right corner.

2. Click Activate to make the flow runnable.

Review & Testing: Before activating, you can click Test to run the flow on demand. This is a great way to ensure your Look Up Records query is correct and that the email is sent as expected.

If this helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Mohammad Saqib Khan

[Bhuvan · Accepted solution]

@AmadasaniS 

You can schedule a report to be triggered daily and sent to client stakeholders automatically. For your requirement, I already shared how you can create a report and consolidate it and send it as attachment. If there are no records for that day, you can also skip using 'Omit if no records' option.

In my opinion, for your requirement this is the best option rather than Flow Designer as this can be catered via reports and dashboards without any additional development. You can test it in PDI or Non-Production instance and decide which option you prefer.

Please see below for PA Dashboards and Schedule option

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to guide you or answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[AmadasaniS]

Hi Bhuvan, thanks for the suggestion. In our case, the system should automatically check daily for incident tickets assigned to a specific group that haven't been updated for more than a day, and send a single consolidated email to the group — ITservice_desk@gmail.com.

[Bhuvan · Accepted solution]

@AmadasaniS 

You can schedule a report to be triggered daily and sent to client stakeholders automatically. For your requirement, I already shared how you can create a report and consolidate it and send it as attachment. If there are no records for that day, you can also skip using 'Omit if no records' option.

In my opinion, for your requirement this is the best option rather than Flow Designer as this can be catered via reports and dashboards without any additional development. You can test it in PDI or Non-Production instance and decide which option you prefer.

Please see below for PA Dashboards and Schedule option

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to guide you or answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[Bhuvan · Accepted solution]

@AmadasaniS 

Did you get a chance to review this ?

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan

[AmadasaniS]

Hi Bhuvan,
I tried the solution you provided. I created a new report using the Incident table with the List type. I added the following filter conditions:

• Updated: Relative → Before 2 days ago
• Active: True

Then, I created a Scheduled Email Report using this report and added the group email ID to which the report should be sent. The email was triggered successfully.

However, when I opened the email, the Incident list appears in a document-style format. What we need is a table-style format showing the records in a grid layout.

For reference, I’ll attach a screenshot. Please check and let me know how we can update the format.

[Bhuvan]

@AmadasaniS 

I would recommend you to schedule data visualization report as per your requirements and it can send list in PDF format. It can also be done via dashboards or reports, see which suits you the best.

See below for sample

If this suits, go to Platform Analytics -> Library -> Data Visualization and add data source and configure list visualization along with filter conditions. Columns shown will be default list view of data source table, you can change default list view and it will reflect in data visualization. Also, you can over-ride by adding required columns under Presentation -> Columns and Rows -> Add required Columns

Go to more actions -> Schedule and share the report in PDF format with required stakeholders. This is a standard format to share the reports and should cater your requirements. I would recommend not to customize much as this fulfills functional requirements.

As per community guidelines, you can accept more than one answer as accepted solution. If my response helped to answer your query, please mark it helpful & accept the solution.

Thanks,

Bhuvan