Send an Acknowledgment email

[Gowtham Kodali]

When ever an incident is assigned to the User , after one hour if user doesnt send an acknowledgement  email i need to send an reminder notification to the assigned to person, is it possible to acheve this requirement

[Ankur Bawiskar]

@Gowtham Kodali 

yes there will be performance impact since flow will wait for 1 hour

So you need to discuss this with your customer

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[SohamTipnis]

Hi @Gowtham Kodali,

Yes, this requirement is absolutely possible in ServiceNow, and it can be handled in a clean and practical way.

When an incident is assigned, you basically need a mechanism that “waits” for 1 hour and then checks whether the user has acknowledged it or not. If not, it should send a reminder email.

The most standard way to do this is by using an SLA (Service Level Agreement). You can create an SLA that starts when the incident gets assigned and set its duration to 1 hour. Then, define a condition for acknowledgment (for example, a custom field like “Acknowledged = true” or based on some activity like a work note or state change). If the user doesn’t acknowledge within that 1 hour, the SLA will be breached, and you can trigger a notification at that point to send a reminder email to the assigned user.

Alternatively, you can also do this using Flow Designer. In that approach, you trigger the flow when “Assigned To” is set, add a “Wait for 1 hour” action, then check if acknowledgment has not been received, and finally send a notification email. This is simpler to understand but slightly less robust than SLA for tracking.

In short, yes —> it’s achievable, and the best practice is to use an SLA with a reminder notification on breach, as it gives better visibility and control.

Let me know if this helps!! 😉

If you find my answer useful, please mark it as Helpful and Correct. ‌‌‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer || Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10