Hi!
I've reached a brick wall in ServiceNow since I am not sure how to move forward with this task so that I can successfully complete it. Hoping posting on here can help me but also others who might be facing this as well or maybe in the future.
My current task requirement is to update an incident state to "Follow Up" (custom state) after 24hrs of inactivity/no updates. I know that inactivity monitors are a thing but a group of our agents do not have emails in the system so that wouldn't work out. I wanted to use Flow Designer for this task since I felt that it would be a easier process.........
Please see below. The flow was working but I noticed that it did not update on the last update but the update time that triggered the flow (per now support). That is where the "go back" flow logic comes in but that only works within an IF flow logic which our current flow does not necessarily have. Any help/suggestions would be great. If I have to go the scheduled job route then so be it but really hoping the flow works out.
Original Flow:
This flow was created prior to finding out that I have to reset the timer. Also adding in the look up record portion after the fact as well. My options are either a custom BR that reset's the timer or the "Go Back" flow logic option which only works inside an IF flow logic. Not sure how I can add an IF Flow Logic into the flow that I've already created. Since "IF" in my experience is used for maybe approvals/decisions & not on updates.
You will need to create a subflow with input "Duration" and the Action "Timer" inside. Will be repeated in the loop as many times as you desire.
Please hit Helpful or Resolved
