In fast-paced environments, ensuring timely updates on incidents is crucial. Here's a step-by-step guide on how to set up automated email reminders in ServiceNow to keep your incident records up-to-date:

Scenario:

If an active incident remains untouched for the last 7 days, the assigned user should receive a reminder to update the incident with the latest status.

Resolution:

Leverage scheduled job and event to automate this process.

Procedure:

Utilize the gs.eventQueue() method in a scheduled job.

Here's a product documentation link for gs.eventQueue() method: Generating Events | ServiceNow Developers

Implementation Steps:

1) Generate an Event in Event Registry:

Navigate to System Policy > Events > Registry.

Create new Event named: inc.NotificationDaily

2) Configure Notification

Navigate to System Notifications > Emails > Notifications

Create new notification on Incident table, configure it to trigger when Event is fired.

Select inc.NotificationDaily in Event name

Configure notification body according to your preference

3) Create a Scripted Schedule:

Name: daily.reminder.notificationRun: DailyTime Zone: Per your preference

Script:

var glideIncident = new GlideRecord('incident');
glideIncident.addEncodedQuery('active=true^sys_updated_on<javascript&colon;gs.beginningOfLast7Days()');
glideIncident.query();
while(glideIncident.next())
    {
        gs.eventQueue('inc.NotificationDaily',glideIncident,glideIncident.assigned_to.email,glideIncident.number);  
    }

Outcome:

With this setup, ServiceNow will automatically send reminders to assigned users if incidents go unattended for 7 days. Elevate your incident management efficiency!