Incident creation and Notification using Work Flow

[ElakkiaSelvan]

By Creating an incident form with submission of some requirements by using work flow. And 

When state is on hold , after 3 days trigger notification and wait for resolution ,If not resolved , trigger another notification after 5 days , wait for 1 more day, on 7th day  resolve the incident with Resolution  notes as "Resolved by caller" and Resolution notes as "Fixed".In case if resolved in between ,stop the process.

Can you help me with step by step process ?(if possible can you with attach an image)  @Riya Verma 

[Riya Verma · Accepted solution]

Hi @ElakkiaSelvan ,

Hope you are doing great.

Configure Workflow Steps:

• Open the Flow Designer in ServiceNow.
• Create a new flow and define the trigger for when an incident is submitted.
• Add a condition to check if the state of the incident is "On Hold."
• If the incident is on hold, use the "Wait for Condition" action to wait for 3 days.
• After 3 days, trigger a notification to the relevant stakeholders using the "Send Notification" action.
• Add another "Wait for Condition" action to wait for resolution. If the incident is resolved, stop the process.
• If the incident is not resolved, wait for an additional 5 days using the "Wait for Duration" action.
• After 5 days, trigger another notification using the "Send Notification" action to remind the stakeholders.
• Add one more "Wait for Duration" action to wait for 1 day.
• After the additional day, resolve the incident with the desired resolution notes using the "Set Field Value" action to update the incident's state and resolution notes.

please refer screenshot is for reference.

[ElakkiaSelvan]

Thank you So Much. 

[ElakkiaSelvan]

Thank you so much.