Change state of incident record to 'Open' using flow designer.

[Para5]

(By using SLA and Flow Designer I want to implement this requirement).

1.I have created one SLA which starts when I changes the Incident state to 'On Hold'.
2.According to requirements when the SLA duration completes 100 % then state changes to 'Open'.(Using  flow).

 Help out to implement this.Thank You
 

[MrMuhammad · Accepted solution]

Hi @Sonu Parab,

below would be steps:

1. Trigger Flow on SLA Task.
2. Use Action SLA Percentage timer and set the Percentage as 100%.
3. If condition to check SLA percentage is completed
4. Inside If condition block use Update Record Action and use Data pill "task" to refer to attached incident and set the field State = Open.

Please look at the OOB Sla flow "SLA notification and escalation flow" for reference which has almost everything you need to build your own.

Let me know if you face any issues. A screenshot of where you are stuck will be helpful, just in case.

Please mark this helpful/correct, if applicable.

Regards,

Muhammad 

[Para5]

Thanks Muhammad ,I will look into this

[Para5]

Hello @Muhammad 

I have did up to your above steps 3rd.  In step 4  look up task SLA record.but I am unable to update current record.New record is created 

[MrMuhammad]

Instead of using Create or Update record. Please use Update Record action. 

To update the correct incident please map the sys_id with Task data pill.  You can find task data pill under Task SLA Record data pill.