3 strike rule should make incident inprogress when user is OOO

[Community Alums]

Hi Connections,

Good Day!

We have implemented three strike rule when an incident is awaiting caller, my ask is when any strike notification is sent and at the same time when an user is out of office an incident should be made to inprogress, is that achievable ? 

second question is if when incident is made to inprogress the resolution sla will be breach as user is out of office, what is the best practice should we apply.

last question is how ServiceNow should identify user is out of office?

let me know if you need any other information

Best Regards.

Rafmine.

[Mahathi]

Hi @Community Alums ,

Based on my experience, 3 strike rule is mainly to close incident when the user is not responding anymore So that cannot be used to change the incident state to In Progress.

So as you highlighted it rightly, it would not be advisable to change the state of the incident to "In progress" if the user is OOO as it might have SLA Implications.

I look at it more as a process alignment, if the user is OOO and is not in a position to respond to the incident, it can be marked as resolved under 3 strike and we can wait for the user to respond once he/she is back. 

The user can either reopen an existing incident in case issue persists or raise a new one.

If my answer helped in any way, please mark it as ✅Correct & 👍Helpful

Thanks,
Mahathi

[Community Alums]

Hi Mahati,

Thank you for taking time answering my post, but still our requirement is keep inprogress or onhold when user is OOO. How does ServiceNow identify the OOO email if that is possible, how to configure that? 

Best Regards,

Rafmine

[Mahathi]

Hi @Community Alums ,

If you want to set that up and you are already receiving the OOO mailers.

Try setting up to update the incident based on an inbound action.

When the OOO mailers arrive, inbound action can update the incident with the email and that can trigger a state change in the incident.

If my answer helped in any way, please mark it as ✅Correct & 👍Helpful

Thanks,
Mahathi