Strike reminder triggers even after Incident state changes from On Hold

[nameisnani]

I am observing the following issue:

• Incident is kept On Hold – Awaiting Caller
• The strike flow starts and enters a Wait
• Before the wait completes, I change the Incident state to In Progress
• ❌ The strike/reminder still triggers after the wait

Expected behavior:

• The strike should not trigger once the Incident moves out of On Hold.

 

 

 

Flow Design (High Level)

The flow is triggered on:

• Record Updated
• State = On Hold
• On hold reason = Awaiting Caller

The logic is roughly:

1. Set strike/order
2. Wait 2 min
3. Send 1st reminder
4. Wait 4 min
5. Send 2nd reminder
6. Wait 4 min
7. Send final reminder + email
8. Update incident on final strike

There are multiple Wait actions using business hours and holidays.

steps 1

Now in the production we are getting an issue that  even after reslvoing the incident strike sent

How to fix this issue - can any one please help me 

Business rules 

client scirp 

How should i fix this issue can any one please help me 

any scripts i need to update 

I kept this incident Onhold and awaitng caller - after some time i changed in progress 

still strike has been triggered 

@Ankur Bawiskar  could u please help me here please 

FYI - Re: Three‑strike reminder logic when Incident is O... - Page 2 - ServiceNow Community

@Ankur Bawiskar 

can any one please help me 

If requrie i can provide pdi access .

[Tanushree Maiti]

Did you check this : Flow Designer : Incident On Hold - Awaiting Caller Reminder Notification

[nameisnani]

@Tanushree Maiti  yes that was old video not helped much .

If require i can provide myy pdi details will u able to check

[Mark Manders]

What happened when you did what I said in the first question you asked about this: https://www.servicenow.com/community/developer-forum/three-strike-reminder-logic-when-incident-is-on...