Any easy way to implement 3 strike rule for incidents using flows and consider weekdays only?

[Suggy]

Looking for an easy way and neat solution (without much customization like custom fields etc) to implement 3 strike rule for incident management using Flows and consider weekdays only (mon-friday)?

Any leads, please share. Thanks in advance 🙂

[Mark Manders]

Your 'exclude weekends' can be resolved by this: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0961745

I have seen several solutions but the best one I was was where they did have a custom choice field under the status field when it was on 'Awaiting information'. They had this implemented with 10 choices (First reminder - Tenth reminder) to make it work for different kinds of Incidents. 
The flow just added one number to another, and based on the incident after reminder X the incident was closed. This worked around the issue that you can have an incident on 'Awaiting information', receive that information and ask for more. If you have your flow just check on the status, then you will send out another reminder, while it was already given.

But if you really want it within the flow, you could use a variable in the flow to count the number of reminders sent and before you sent the next one, you do a lookup to see if a comment has been placed since the last reminder.

[Suggy]

Anyone else? pls do share your inputs if you have implemented one.

[Nikhil Bajaj9]

Hi @Suggy ,

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