Sending update letterhead

[Matheus Rissi2]

Hello community.,

Could you clarify a doubt about how I could carry out the following process?
Validate if a case has not been commented by the solver within 5 working days to send him a e-amil reminding him that he must document it, for any state except resolved or closed.

I would like to have an idea of how to do it or where to start

[Tony Chatfield1]

Hi, I would look at using an SLA\OLA to track updates to comments and then trigger a notification from the SLA.
This solution also delivers KPI type data for reporting\evaluation.

[Matheus Rissi2]

Hi @Tony Chatfield1 , I've never seen SLAs/OLAs used like this, could you explain to me better how it would work?

Thanks for the answer

[Tony Chatfield1]

Hi, you would need to use an sla definition with reset conditions of 'additional comments' CHANGES,

and depending on your platform solution\configuration\use case may also need an additional reset condition\field on the task table that identifies the type of user making the task update (process or end user) with this field being set by a before update BR, so that your reset conditions are additional comments changes AND incident.custom_field == aProcessUserUpdatedTheTask

Create an SLA definition (servicenow.com)

Another approach to identifying the user\user type involved could be with a custom SLA condition rule

Extend SLA condition rules (servicenow.com)

Buty I would suggest that you start with the first option.
 

[Tai Vu]

Hi @Matheus Rissi2 

You can consider to create the Event, Schedule Job and Notification to build your reminder.

Sample below

1. Define an event in Event Registry

2. Create new scheduled job

var grIncident = new GlideRecord('incident');
grIncident.addQuery('state', 'NOT IN', '6,7,8'); //Resolved, Closed, Cancelled
grIncident.addQuery('sys_updated_on', '<=', gs.daysAgo(5));
grIncident.query();
while(grIncident.next()){
    gs.eventQueue('<event_name>', grIncident);
}

3. Create a notification for the assignee.

Cheers,

Tai Vu