flow designer for auto resolving on hold awaiting customer incidents after if no update after 15 day

[Debasis Pati]

Hello All,
I want to Resolve all the incidents which are on hold awaiting customer incidents after 15 working days.

I have created one flow with trigger as schedules and next i have used look up records where incident state is on hold and hold reason is awaiting customer.
Now the next step is i want to calculate find the 15 business days how i can do that any idea?

@Ankur Bawiskar any suggestions?

[Ankur Bawiskar]

@Debasis Pati 

you can use schedule for your Wait for Duration flow logic

That schedule will have time like 9am to 5pm and it means 1 business day

So in your case 1 day = 8 hours so 15 business days is 15*8 =120 hours

OR

If you are not allowed to use/create schedule already present in customer instance then check this and compare it with current date/time

Flow Designer Action to Add Business Days to a Time 

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[Debasis Pati]

Hello @Ankur Bawiskar ,
Then i should trigger the flow instead of scheduled to record updated and moved to on hold and on hold reason to awaiting customer.
then use wait for condition for 15 days and use the schedule directly which is configured excluding weekends.(like 8-5 working)
post it again check if the state is still in on hold and awaiting customer if yes then just update it resolve?

[Ankur Bawiskar · Accepted solution]

@Debasis Pati 

correct the point from where flow should start waiting, that should be the trigger condition for your flow and then use wait logic

You can directly make flow wait till those days

Once Wait for Duration step completes either the state will be same or it might have changed.

if it's same you can do further action as per your customer requirement.

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