How to implement 3 strike rule( send emails automatically)?

[gkbhandare003]

Hi All,
I am trying to design a solution where, the ticket is pending awaiting user response - if there no update from user within 24 hours, the email will be send and same on 48 and 72 hours.
if the user updates tickets, flow breaks and ticket status changes.

Considerations:
1.Ticket Status: Pending, awaiting User response.

2.Flow/rule executes: condition 1 is true and there is no update from user in ticket for 24, 48,73 hrs

3. Rule should: send email to user with defined template.

4.Tried to create scheduled job and event, notification - no luck with that. 

I have tried to create a Scheduled job for this, but no luck.
Script:

var gr = new GlideRecord('incident');
gr.addEncodedQuery('active=true^state=3^sys_updated_onMORETHANsys_updated_on@day@after@1^sys_updated_by!=caller_id');

gr.query();

while (gr.next()) {

gs.eventQueue("chase.process", gr);
}

I have created event and notification for the same, but it is not working as expected.

Do we have any OOB solution for this or any advise on how can we achieve this?
Please advise..

Thanks in advance. 

[Sathwik1]

Hello @David Dubuis ,

I have 2 doubts

1. Why you have used 1.2 condition...can you please explain it.

2. It waits for 1 day then it will trigger mail..ok...then for next two notification it will trigger the with in the same? or you have written only for 1 day..

can you please explain this flow desinger...

@Ankur Bawiskar  @Jaspal Singh 

[Dubz]

I'll level with you Sathwik, i don't remember why i put step 1.2 in. I'm sure it made sense 7 months ago. You can test your own flow without it and see if it still does what you need it to.

The 'do the following' action is kind of like a while loop, it's looping through those actions until the 'until' condition is satisfied. So, after the incident is updated to state 3, it will wait a day and send an email and it will keep doing that until the updated by field is the caller.

[Inactive_Us1317]

Hi David, 

If I use flow designer for 3 strike rule, can I use the flow designer for the extended tables, I see the options in advance option "Run on current and extended tables" but this is not triggering for extended tables.

Any help will be appreciated. 

Regards

Arjun

[DEVALLA THANUSH]

Hi,

If you got reply to ur remainder email then how will you update your state to active automatically.

[gkbhandare003]

If you get reply to your reminder email there is an OOB business rule which sets your incident state to In progress 

BR : Incident State Change to In Progress