Three‑Strike automation not triggering when On Hold reason changes from Awaiting Evidence to Awaiting Caller
Problem Statement
We have implemented a three‑strike reminder automation for the Incident table using Flow Designer, which triggers when an incident is kept On Hold with the reason “Awaiting Caller”.
During testing in STAG, we observed a specific scenario where the automation does not start as expected.
Scenario Tested
- Incident is already in On Hold state
- Initial On Hold reason = Awaiting Evidence
- Later, the On Hold reason is changed to “Awaiting Caller”
- Incident state remains On Hold
Observed Behavior
- The three‑strike automation does not trigger
- No Strike‑1 reminder is sent
- No timers are started
- Flow execution does not appear for this update
(Attached screenshot shows the activity log where the On Hold reason changes from Awaiting Evidence to Awaiting Caller, but no strike activity follows.)
Expected Behavior
- When the On Hold reason changes to “Awaiting Caller”, the strike automation should start
flow link - Re: Strike reminder triggers even after Incident s... - ServiceNow Community
Solved: Three‑strike reminder logic when Incident is On Ho... - ServiceNow Community
please help me here .
