trigger notification if incident is not updated in last 24 hours (in new/in progress state), this is the action required

[shruti Dhall]

this is the action required
. I am trying to do this via workflow , Facing few issues:

1-using timer activity to wait for initial 24 hrs , but when incident gets any update within that time ,
timer ends and does not complete 24 hrs , is it nature of timer condition ?
2-'if' condition i am using is as per the below screenshot but it is not working .
3- i want this workflow to be recursive , how to do that ? Property of worklow already has condition to check if state is new or in progress.

[Chuck Tomasi]

I would do this with Flow Designer. Create a scheduled flow to run, say once an hour.

Look up records that meet your condition (e.g. active and updated at or before 24 hours ago)

For each record, send a notification.

Pretty simple to build and maintain.

[ssarkar996]

Hi @Chuck Tomasi 

Scheduled flow will still wait for one hour to process the next batch, what if I want it real time, is there any better way to do this?

[Aoife Lucas]

Why not just use SLA Management?  This is exactly what it is for.

Tapadh leat,

Aoife