Inactivity Monitor Schedule

[Imani Collins]

I have a customer who wants to know how to use inactivity monitors for this use case: 

• For incidents if a user doesn't respond in x amount of days they want to be able to send an automatic message. If on day 4 they respond the timer should reset.

Is there any resources or "how to's " on how to set something like this up? 

[AshishKM]

Hi @Imani Collins , 

We can configure following object for in this case.

1) Scheduld Job which will run daily mid-night and check ( via GlideRecord ) if any incident in stage of On Hold, Customer Awaiting and last updated on before 4 days, then iterate the resule set and trigger the event for each record.

2) An Event 

3) An Email Notification which will trigger by event. 

-Thanks,
AshishKM

[Amit Pandey]

Hi @Imani Collins 

1. You need to create an Event in event_registry table.

2. You will have write a schedule job to trigger that event.

3. Create a notification with when as Event is Fired and select the event name. 

I had created a sheduled job to check if itil user has logged in last 30 days. You can use it as a reference-

sendNotification();

function sendNotification() {
    var getUser = new GlideRecord("sys_user");
    getUser.addEncodedQuery('roles=itil^last_login<javascript&colon;gs.beginningOfLast30Days()^active=true^emailISNOTEMPTY^user_name!=admin');
    getUser.setLimit(100);
    getUser.query();
    while (getUser.next()) {
        gs.eventQueue('itiluser.loggedin', getUser, getUser.email.toString(), getUser.user_name.toString());
    }
}

Please mark my answer helpful and correct.

Regards,

Amit