Three Strike Policy Implementation for Incidents

[Community Alums]

Hi Connections,

Good Day!

I have a requirement ... Details: 3 strike rule : Service Now team should send reminder notifications to the user when the Incident is in Awaiting Caller state. The frequency will be every alternate days. The first email will be sent when the state is changed to Awaiting Caller. Next reminder will be sent after 48 hours and third reminder will be sent after 48 hours of second reminder. If there is no response from the user after third reminder, then the Incident will be auto closed after 48 hours of third reminder. The notifications will be sent in business days.

I don't know how to achieve this... any help would be appreciated....

Regards,

Rafmine.

[Sohail Khilji]

For this requirement you can create a flow or a workflow which monitors all your incidents which are in awaiting state according to condition. you can configure email and auto closure after 3 strick using flow logics.

Wish you good luck i hope it helps... lets me know if your struck somewere...

[Stefan Georgiev]

Hello @Community Alums ,

you can achieve this with a flow on the incident table, there you can send notifications, check for conditions, and change states.
https://docs.servicenow.com/bundle/washingtondc-build-workflows/page/administer/flow-designer/concept/flow-designer.html

Hope that this helps you!

If the provided information answers your question, please consider marking it as Helpful and Accepting the Solution so other community users can find it faster.

All the Best,
Stefan