Help on flow designer

[Tanya10]

Hi All

i have a use case where I have to send the reminder to end user on 3 and 5 day if incident is on hold and awaiting caller response.

i have used do following until but it is not working as expected. I’m facing issue when the incident state is changed to in progress before 3 days or assume 4 day. I expect flow to cancel rather than waiting for 3rd or 5th day then cancel. Any suggestions 

[YaswanthKurre]

Hi @Tanya10 ,

Use state in condition in wait for along with time line

1. Trigger: When Incident is updated and state is set to On Hold and substate is Awaiting Caller Response

2. Wait for Condition: (Action not flow logic).

   • Wait until State is not On Hold OR Substate is not Awaiting Caller Response
   • Duration: 3 days (72 hrs)
   • If the condition is met before 3 days → wait foe ends and moves to next steps check condition again and not on hold cancel it.
   • If timeout occurs → Send 3-day reminder ( based on state validation), use if else.

Mark this as helpful and correct if this helps you.

Thanks,

yaswanth

[GlideFather]

@Tanya10 this looks fine, for the testing purposes set the timer to minutes to see the behaviour 

[Tanya10]

Hi

but i gave to wait from the time incident went on hold and then calculate if 3 days passed or 5 days. This on hold time is custom field

[YaswanthKurre]

Hi @Tanya10 ,

You  don't really need a custom field for this, as this flow will trigger directly when it went on on hold, so time will be calculated 3 days from it went on Hold.

you can get rid of that field.