There is 3 strike rule, which sends users reminder each day for three days if state is awaiting user action and on no response , ticket should be auto closed. Problem is , 3 strike rule is done through work flow and it i sending emails even on saturd

[rambo1]

There is 3 strike rule, which sends users reminder each day for three days if state is awaiting user action and on no response , ticket should be auto closed. Problem is , 3 strike rule is done through work flow and it i sending emails even on saturday and sunday. How to add condition to stop emails on weekends.

[rambo1]

yes thank you

[Ashutosh Munot1]

Hi,

You have to make use of schedules in service now and then send the mail using events and scheduled job.

Thanks,
Ashutosh Munot

[alokgupta]

Hi Rambo,

Can you tell how you have implemented three strike rule in your environment.

Thanks in advance!

Regards,

Alok Gupta

[rambo1]

did it through workflow, first created a field named 'counter' . In workflow 

start condition- state in awainting user

and then timer waits for 24 hrs and then updates counter as 1. Check if counter is less than 3, if it is less than true it will again go to timer wait for 24 hrs and then update counter and checks if counter is less than 3. If it reaches 3 then state is set to closed and sends notification to user and then workflow stop.

[Sasha8]

Hi Rambo,

Can you please provide step by step instructions on how to implement 3 strike rule?

Thanks,

Sasha