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Use Case
If active incident is not updated in last 7 days then user in assigned to field should get reminder to update the ticket with latest status.
Solution
ServiceNow can send reminder emails by using scheduled jobs which can generate event once condition is matched as per the query of records.
You can use gs.eventQueue() method for generating event in script.
Method : gs.eventQueue(name,record,parm1,parm2,queue)
Parameters :
name - Name of the event to be generated. This event can be created in Event Registry.
record - current record or glide record. Example - gr or current
parm1 - Parameter to be used in scripting or sending email. Example - gr.assigned_to.email
parm2 - Another Parameter. Example - gr.number
queue- Provide queue name else leave empty for custom queue
What elements need to be created
Create a Scripted Schedule
Create an Event in Event Registry
Create a Notification
Create a Scheduled Job for Script Execution
Go to System Definitions > Scheduled Jobs
Create New Scheduled Job
Click on Automatically run a script of your choosing.
Fill fields
Name: send.reminder.email
Run: Daily
Time Zone : As per your requirement
Script :
var gr = new GlideRecord('incident');
gr.addEncodedQuery('active=true^sys_updated_on<javascript:gs.beginningOfLast7Days()');
gr.query();
while(gr.next())
{
gs.eventQueue('inc.sendreminder',gr,gr.assigned_to.email,gr.number);
}Create an event record in Event Registry
Go to System Policy > Events > Registry
Create new Event
Name as inc.sendreminder
Save the form
Create Email Notification
Go to System Notifications > Emails > Notifications
Create New Notification
Provide the name
Select Incident table
Select Send When as Event is Fired
Event Name should be the event you have created in event registry. In this case it is inc.sendreminder
You can provide other details like who will recieve and content of email
Save the form
You are Done!
This way you can send reminders to different people if tickets are not getting updated.
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