Three‑strike reminder logic when Incident is On Hold – Awaiting Caller

[nameisnani]

Hi Team ,

Problem Statement

We have implemented a 3‑Strike rule using Flow Designer for Incidents that are put On Hold with reason “Awaiting Caller”.

Expected behavior

• When the Incident is Resolved or Closed, the strike monitoring must stop immediately.
• No reminders, comments, or emails should be triggered after resolution.

Actual behavior

• Even after the Incident is Resolved, the flow continues to execute after the Wait activities.
• Strike reminders and emails are posted after the incident is already resolved.

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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 

@Ankur Bawiskar need your support here 

[Ankur Bawiskar]

@nameisnani 

so what debugging did you do in DEV?

Was this not tested properly in DEV or UAT?

[nameisnani]

@Ankur Bawiskar  Thanks for the quick response - we have tested , but don't know suddenly this issue came

[Ankur Bawiskar]

@nameisnani 

Can you try this in DEV?

-> When INC is Resolved/Closed, search for Active flow which is running i.e. this 3 strike one and cancel the flow context
something like this in after update BR

var flow = new GlideRecord("sys_flow_context");
flow.addQuery('name', '3 Strike Rule_VS'); // flow name
flow.addQuery('source_record', current.getUniqueValue());
flow.addEncodedQuery('stateINWAITING,IN_PROGRESS,QUEUED');
flow.query();
if (flow.next()) {
    var gpa = new sn_ph.GlideProcessAutomation(flow.getValue('sys_id'));
    if (!gpa.isTerminated()) {
        //cancel the flow and provide the reason
        gpa.cancel('Cancelling this flow as INC is Resolved/Closed');
    }
}

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[nameisnani]

@Ankur Bawiskar  Thanks - i am doing test ing