Hi team ,
Issue Description:
We are facing an issue with the Incident Three-Strike Policy automation in ServiceNow.
Currently, when the Incident state is set to On Hold and the On Hold Reason is manually updated to Strike 1, Strike 2, or Strike 3, the corresponding notifications are triggered as expected.
However, we have also implemented automation where:
If the user does not reply within 2 business days, the incident automatically moves to Strike 1.
If there’s still no response, it then moves to Strike 2, and so on.
Problem:
When the affected user responds in between (and the incident is moved back to In Progress), we are unable to cancel the previously running Flow Context records. Because of this, the earlier flow continues to execute and sends strike notifications even though the user has already replied.
Current Attempt:
We have tried adding a Cancel Action in the flow to stop the previous execution, but it is not working as expected and is interrupting the flow.
Request for Help:
We need guidance on how to properly cancel the pending/previous Flow Context records once the state changes back to In Progress or when the user replies, so that only the correct strike notifications are triggered.
.
(function execute(inputs, outputs) {
// ... code ...
var gr = new GlideRecord('sys_flow_context');
gr.addQuery('source_record', inputs.parameter_id);
gr.addEncodedQuery('stateINATING,IN_PROGRESS,QUEUED');
gr.orderByDesc('sys_created_on');
gr.query();
gr.next();
while(gr.next()) {
sn_fd.FlowAPI.cancel(gr.getUniqueValue(), 'Flow took too long to execute.');
outputs.parameter_output = 'Success';
}
})(inputs, outputs);
what was the issue in my configuration , can anyone please help me here .
Thanks
