Three‑Strike automation not triggering when On Hold reason changes from Awaiting Evidence to Awaitin

[nameisnani]

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.

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Scenario Tested

1. Incident is already in On Hold state
2. Initial On Hold reason = Awaiting Evidence
3. Later, the On Hold reason is changed to “Awaiting Caller”
4. Incident state remains On Hold

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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.)

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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

@Ankur Bawiskar 

  please help me here .

[Mark Manders]

Share your trigger. Just a screenshot of the form where the on hold reason changes, doesn't tell us what it needs to do (and no, your 'flow link' does not show us your trigger. It only shows your flow).

And check the flow executions if the trigger did go off, but nothing happened.

FYI: it's not very helpful to share links to other community posts where people need to get information from to help you. Provide the information in the question you are asking.