Sending notification when it is not updated for 3 days after it is assigned

[vivek110]

Hi All,
We have a requirement to send a notification to assignee manager when the incident is not updated for 3 days after it is assigned to a particular  persona.

Can you help me to get this requirement done. Any inputs would be appreciated.

Regards,
Hemanth

[matildasand]

Hi, 

You could create a scheduled job that looks at the incident table and look at all records and send a notification for those that are not updated in 3 days then trigger and event which triggers a notification.

Maybe also include that the incidents active in the query and not the ones closed as well though. 

// Create a GlideRecord object for Incident table
var incidentGR = new GlideRecord('incident');

// Set the filter to find incidents assigned but not updated in the last 3 days
incidentGR.addQuery('assigned_to', '!=', ''); // Incident must be assigned
incidentGR.addQuery('sys_updated_on', '<=', gs.daysAgo(3)); // Incident not updated in the last 3 days
incidentGR.addQuery('active', true); // Only active incidents
incidentGR.query();

while (incidentGR.next()) {
    // Get the assignee's manager
    var assignee = incidentGR.assigned_to;
    var manager = assignee.manager;

    if (manager) {
        // Trigger the custom event using gs.eventQueue
        gs.eventQueue('incident_not_updated_3_days', incidentGR, assignee.name, manager.email);
    }
}

[Ankur Bawiskar]

@vivek110 

either use daily scheduled job or flow for this

check these links and enhance as per your requirement

Need help on getting tickets not updated for 5 business days 

Send email if record not updated for 14 days 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@vivek110 

Hope you are doing good.

Did my reply answer your question?

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Priyankagupta]

If the manager of the 'Assigned To' should be notified when the incident has not been updated for the past 3 days.

Create a notification and trigger it through an event. The event should be called within a scheduled job.

The scheduled job will run daily on the incident table, triggering the event when the incident has not been updated for 3 days, and the 'Assigned To' field is not empty.

The notification recipients should include the manager of the assigned user (assigned_to.manager).