reset the case to suspended state if user not reply

[si21]

Hi team,

We have below requirement.

When agent suspends HR case for 5days and user does not reply, then send reminder email and keep the case suspended for another 5days. If no reply again, then suspend for another 1day and then close the case next day.

What is the best approach for this?

TIA

[Ankur Bawiskar]

@si21 

then what did you start with and where are you stuck?

You can run a flow when State Changes to Suspend, then use Wait for Duration (5 Days), then check if reply came, if not then wait for other 5 days and so on

If my response helped please mark it correct and close the thread so that it benefits future readers.

[si21]

Hi @Ankur Bawiskar , apologies for responding late.

I followed the below approach

Created a Flow Designer flow that triggers when an HR Case is suspended. The goal is to:

• Send a reminder email on Day 3 and Day 6

• Automatically close the case on Day 7 if there’s no response from the subject person

The flow uses "Wait for duration" steps between actions.

Everything works fine when the suspension is continuous. However, I’m facing the following issue:

- If the subject person responds (which moves the case to Work in Progress), and later the agent suspends the case again, a new flow is triggered — but the old flow is still running.

If the old flow reaches Day 6, it checks the case state, sees it’s "Suspended", and sends the second reminder email — even though it’s a new suspension and the timer should have restarted.


How can I prevent the old flow from continuing when the case is re-suspended?

TIA

[Ankur Bawiskar]

@si21 

In the flow configuration you can check this setting so that it doesn't trigger another flow.

Run Once or Only if not currently running

If my response helped please mark it correct and close the thread so that it benefits future readers.