Incident on hold for 2 weeks, notification will send to caller and assignment group with message the after 2 weeks, send notification again then 3 days auto close

[Danilo9]

Please help need to set up below.
When the incident is on hold for 2 weeks it will send an auto notification to the caller
and assignment group with message "Please call the help desk for this incident"

Then after 2 weeks again, it will send another notification to the caller and assignment group saying
" Your ticket will be closed in 3 days"
then after 3 days the incident will be closed.

[Logan Poynter]

Hello Danilo,

We recently just implemented a three-strike rule that falls in line with your requirements here. We built it using Flow Designer with a trigger of incident updated to Pending User state into a "do in parallel" branch containing a "wait for duration of time" and two checks for the record to be updated again with an incident state change or the updated by to be the caller. 

Edit: Here's a real quick skeleton I put together in my PDI as a reference example

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan

[Danilo9]

Thank you Logan, let me try and build it first.

[Danilo9]

Sorry Logan It didn't work. Any other solution for me out there please. I have a combination of Notification, event registry and business rule created for notification and it worked. My only problem now is the Auto resolved in 30 days with resolution code and notes assigned to fill up the mandatory. Could you guide me on making the flow if this is the only solution, I am new in SN and have not created a flow before. 

Thanks in advanced.

[Logan Poynter · Accepted solution]

Hello Danilo,

The flow I provided will work, see below POC and attachment. I used update incident in place of sending the email for demonstration but you just have to replace it with the send email action. You will also need to update the wait duration for the appropriate time (336 hours = 14 days)

For learning flow designer, I would recommend reviewing the video on the first page of the docs and following along. 

Please mark my answer as correct/helpful if it has helped you.

Thanks,
Logan