3 Strike rule on Incident form automation

[nameisnani]

Hi Team ,

can anyone please help me on this requriemnet .

In Incident Module, 3 strike rule automation needs to be implemented.

If User is not responding for continuously for 3 follow-ups, Incident needs to move into resolved state automatically.

Exclude hoilday's .

How to configure this . can anyone please help me with the steps . 

If possible please provide screenshots for better understanding .

@Ankur Bawiskar  Please hlep me her e

[Ankur Bawiskar]

@nameisnani 

Unless you start you won't learn.

Please check the link and explore and enhance.

If my response helped please mark it correct and close the thread so that it benefits future readers.

[mukkamulasagar]

Hello @Ankur Bawiskar ,

I hope you are doing good. 

we have tried in our pre production environment with Flow designer but that is not working as expected.

Where we have OOTB field which can capture the Strike Count as 1, 2, 3.. etc after the strike rule 3 is exceed it should close the ticket automatically. And the condition will be state "On Hold " and Reason "Awaiting caller". with the same trigger condition. Could you please suggest me any Subflow need to be configured or it will be executed the current flow designer.

You are prompt action will be more appreciable.

Note: Do we need to configure the BR. 

Regards,

Sagar M,

ServiceNow Developer.

[Nikhil Bajaj9]

Hi @nameisnani ,

To implement a 3-strike rule in ServiceNow, you can utilize a combination of workflows, business rules, and notifications. This allows you to automatically send reminders to users when a ticket is awaiting their action and potentially close the ticket if no response is received after a set number of attempts. 

Create a BR and flow which will check the incidnet status - Pending or whatever you are using in your org. Send first notification and after certain time means ex:- 72 hours - send another notification and then 3rd notification.

After 3rd notification after some time ex:- 24 hours- flow should change status of incident to Close. (May be you can send notification again to inform user that incident is closed).

Hope it will help.

Regards,

Nikhil Bajaj

[Ankur Bawiskar]

@nameisnani 

Would you mind closing your earlier questions by marking appropriate response as correct?

Members have invested their time and efforts in helping you.

[Nikhil Bajaj9]

Hi @nameisnani ,

It will be great if you can review all your previous questions and select the correct answer/solution accepted in all those. It will help all further learners to refer the correct answer.

Regards,

Nikhil Bajaj