Inactivity monitors

What are inactivity monitors?

If you use tasks, consider setting up an inactivity monitor to help prevent the work from being forgotten. Inactivity monitors trigger an event for a task if the task has not been updated in a predefined period of time. For example, the event can send an email notification or trigger a script. If the task continues to be inactive, the monitor keeps triggering the event. Tasks are commonly used on incidents, problems, changes, projects, and SDLC sprints.

Creating an inactivity monitor with an email notification

1. Navigate to System Policy > SLA > Inactivity Monitors.
2. Click New.
3. Type a Name. For example, Priority One Inactivity.
4. Select the task type to monitor in the Table field. For example, Incident.
5. In Wait, specify the time in hours and/or minutes to wait before sending notification. For example, 2 hours.
6. In Condition, at least one condition must be specified. You can set multiple conditions. For example, on a priority one incident inactivity monitor, the conditions could be:
   
7. Click Save.
   
   Note: The Order field on the Inactivity Monitor record is optional, but can be important. If more than one inactivity monitor could have their conditions met for a specific record, the monitor with the lowest Order number is used. As you create more inactivity monitors, double-check existing inactivity monitors and their conditions to identify the monitors that are related and could apply to the same record.
   
   
8. Now, you need to set up an event for the inactivity monitor. We want to create an email notification, so navigate to System Policy > Email > Notifications.
9. Type a Name. For example, Priority One Inactivity.
10. Select the correct Table. In this example we would use Incident [incident].
    
11. Under Related Links, click Advanced view.
12. In Type, select EMAIL.
13. In Send when, select Event is fired.
14. In Event name, select incident.inactivity.
    
    If necessary, you can create a new event and register the event.
    
15. Click Update.