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.

[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

[Dr Atul G- LNG]

Hi @nameisnani 

Implementation Summary – 3-Strike Process

Last week, similar to your customer, we moved the code to production. Here’s what we implemented:

1. UI Action Creation

   • Created a new UI action called “3-Strike”.

2. Field Addition

   • Added a new field called “Counter Strike”.

3. Action Functionality

   • On each click of the UI action:

     • Sends an email to the user.

     • Increments the Counter Strike by 1.

4. Flow for 3-Strikes

   • Once the counter reaches 3 and there is no response:

     • The next day, a flow is triggered.

     • The flow waits 1 additional day after the strike count reaches 3, then resolves the incident automatically.

5. Scheduling Considerations

   • Configured the schedule to exclude weekends and holidays, ensuring no incident is closed during these days.