Send a Reminder Email Every 2 Hours for Critical Incident

[Vinicius2]

I need to create an email notification that will be send every 2 hours that the critical incident is not resolved, closed or completed.

I tried achieving this as the screenshot bellow:

If is checking if incident state is not not resolved, closed or completed.

For some reason the if always returns true, even when I change the state of the incident do resolved.

[Sandeep Rajput]

@Vinicius2 Instead of checking the state of Trigger record on step 6, you should add a Lookup Record step after step number 5 and fetch the incident record again, in your step 6 you should change the until action to make it wait till the state of incident (fetched in previous step) changes to Resolved.

Hope this helps. 

[Vinicius2]

Hello Sandeep, 

The main problem, is that for some reason the if it's returning true, even tho the incident is resolved.

[Sandeep Rajput]

@Vinicius2 Did you apply a condition on the Lookup Record? ideally it should have a condition sys_id is Trigger.sys_id

[Brian Lancaster · Accepted solution]

When ever all your logic is negative you have to do and instead of OR. For example lets say the state is canceled with an or the first part of if would return true and not check the rest of if statement.

Also you logic is a little flawed. Instead of start off with an if I would use Do Until otherwise you flow will run once and then stop.