Resolve incident in 2 days when state is on Hold and reason is Awaiting Caller.

[Ankita dhavale]

When I change the incident state on Hold and select reason awaiting caller then incident should automatic resolved in 2 days . 

[Omkar Kumbhar]

Hello @Ankita dhavale ,

Write a scheduled job which will run daily to check the incident state is on hold and reason is awaiting caller.

and check the updated date is past 2 days update the state of incident to resolve.

Thanks,

Omkar

[AnubhavRitolia · Accepted solution]

Hi @Ankita dhavale 

You can create a Flow designer which will trigger when Incident's State is changed to On Hold and On Hold Reason=Awaiting Caller.

Have a Flow Logic with Wait for Duration of 48 hours (2 days).

Than check if State values are same:

Then update state as 'Resolved' and field mandatory fields like Resolution Notes and Code:

Field values you can put based on your requirements.

Flow Designer are recommended by ServiceNow for any such requirements where process need to be automated.