- 3-Strike Rule for Incident Closure – Business Hours Based

nameisnani
Mega Sage

an hour ago

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 

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1 REPLY 1

Nayan ArchX
Giga Guru

19m ago

Hi, 

 

I believe flow designer is the best fit for your scenario

https://www.servicenow.com/community/developer-forum/3-strike-automation-on-incident-form/m-p/335494...

 

https://www.servicenow.com/community/developer-forum/servicenow-learning-53-close-an-incident-after-...

 

https://www.servicenow.com/community/virtual-agent-forum/scenarios-on-flow-designer/m-p/3401776

 

https://docs.servicenow.com/bundle/paris-servicenow-platform/page/administer/flow-designer/concept/f...

 

If my response has resolved your query, please consider giving it a thumbs up ‌‌ and marking it as the correct answer‌‌!

 

Thanks

Nayan Patel

IT ServiceNow Consult, ServiceNow ArchX

If my response has resolved your query, please mark it Helpful by giving it a thumbs up and Accept the Solution

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