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

[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.

[Nikhil Bajaj9]

Hi @nameisnani ,

Can you please mark the correct answer as solution accepted and close this thread. This will help future readers as well.

Regards,

Nikhil Bajaj

[SoureshD6782072]

Hi,

This can be implemented using Flow Designer + a business rule/custom fields + business schedule, and I would not recommend doing this only with SLA because the requirement is not just time tracking, it is a 3 follow-up attempt automation with holiday exclusion and auto-resolution.


The recommended design is to add a few custom fields on the Incident table, for example: u_follow_up_count integer, u_last_follow_up_date date/time, and u_waiting_for_user_response true/false. When the agent sends a follow-up to the caller, update u_follow_up_count by 1, set u_last_follow_up_date to current date/time, and set u_waiting_for_user_response to true. If the caller responds, reset u_follow_up_count to 0 and set u_waiting_for_user_response to false.

Then create a scheduled Flow or scheduled Script/Flow logic that checks incidents where u_waiting_for_user_response=true, state is not Resolved/Closed/Cancelled, and u_follow_up_count >= 3. Before resolving the incident, calculate whether the required waiting period after the third follow-up has passed using a business schedule that excludes weekends and holidays.

The holiday exclusion should be handled through a schedule under System Scheduler > Schedules, where you define working days/hours and add holiday entries. Use that same schedule in the automation so the waiting time is based on business time, not calendar time.