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. 

[Ian Mildon]

I did something similar and went the route of creating a Workflow and utilizing the OOB Business rule called "Incident State Change to In Progress" which handles the caller update.

The workflow trigger conditions are that the State is On Hold and the On Hold Reason is Awaiting Caller. I did add other functions for our use case, but this is the basics.

[GKinsella]

Can you configure the 3 strike process so that when a user is on holiday, an auto email response generated in reply to a SN generated 3 strike email pauses the process putting the ticket on hold?

[piyushdeveloper]

https://www.workingcode.in/question/3-strike-rule-workflow-servicenow/