Incident State change after Pending timer expires

Sanket Choughul
Tera Contributor

‎01-12-2022 03:10 AM

Hi Community,

I have custom field 'pending timer' of type 'date/time'. This field appears only when the state of incident is of type 'on hold'. 

My requirement is whenever 'pending timer' expires the incident type should change to 'in progress'.

Can someone help me how to achieve this requirement?

 

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Tom23
Tera Expert

‎01-12-2022 05:50 AM

Hi Sanket,

Depending on the exact requirement, I'd do it one of two ways:

  1. If the incident needs to go to in progress the moment that the timer expires, I'd have a flow set up with the trigger 'state' = 'on hold' and 'pending timer' is before the current date/time
  2. If it's a date sensitive rather than a time sensitive process, I'd do it as a scheduled job that runs overnight, finds any incidents where your conditions match and update each one that matches (this can be done as a simple glide query)

 

Hope this helps.

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