3-Strike Rule for Incident Closure – Business Hours Based

[nameisnani]

We have a client requirement to implement a 3-Strike rule for incidents moved to On Hold – Awaiting Caller.

Requirement

When an incident is updated to On Hold – Awaiting Caller to request additional information or closure confirmation:

1. Strike 1 – Applied if no response is received by the next business day

2. Strike 2 – Applied after one additional business day with no response

3. Strike 3 – Applied after one more business day with no response

4. Auto-Closure – Incident is automatically closed on the next business day after Strike 3 if there is still no response

Business Rules

• Strikes must be applied only during business hours

• If the incident is moved to On Hold – Awaiting Caller outside business hours, strike calculation starts from the next business day

• Weekends and public holidays must be excluded

• Time zone to be considered: AEST

Example Timeline

• Incident moved to On Hold – Awaiting Caller: 9 Feb, 6:00 PM AEST

• Strike 1: 11 Feb, 8:00 AM

• Strike 2: 13 Feb, 8:00 AM

• Strike 3: 17 Feb, 8:00 AM (weekend excluded)

• Incident Auto-Closure: 18 Feb, 8:00 AM

Notifications

• Strike 2 and Strike 3 email notifications must be sent automatically

• Recipients:

  • End User

  • End User’s Line Manager

What is the recommended approach in ServiceNow to implement this accurately considering:

• Business hours & holidays

• Time-zone handling

• Automated strike tracking

• Notifications and auto-closure

can any one please hlep me with implemenation steps . so that i can complete this .

if possible can any one please proivide configuation steps and screenshots for better understanding .

Thanks 

[nameisnani]

@Matthew_13 

could you please provide me the configurations steps please i mean flow designer screenshots

[Matthew_13]

Lets see your a Mega Sage and need screenshots?

[nameisnani]

@Matthew_13wait for your response 

[nameisnani]

@Matthew_13 

Thanks for the suggestion. We considered the milestone-based approach, however we opted for separate SLA definitions per strike. This provides clearer auditability, aligns with the client’s requirement to use SLA order and work_start, and makes UAT and reporting more transparent. Timing logic is still fully handled by the business schedule, with Flow Designer reacting only to SLA breach events.

[Mark Manders]

How did you ever become a 'mega sage'? Clearly something went wrong there, or you took over the account from someone who does know ServiceNow and processes. Looking at all the things you are asking I would like to suggest you start with a couple of NowLearning courses. This is all basic stuff.

What did you already try? Or did you even try anything at all? The Community is here to help and assist. Not to do your job for you. That's what you are paid for.