Incident automatic email follow up and auto close

[Yee Man Chun]

Hi communities,

I would need help configuring incidents auto email follow-up and auto mark the case as resolved if no response from the caller to have better manpower efficiency.

Requirements as below:

1.      Email follow-up will be sent out every 6 hours (working hours 9 to 6). 

2.     Incident will be automatic mark as resolved if the count exceeds 3 times (follow-up email triggered by the system). *Ideally use waiting for a duration then using IF condition to check the state- on hold, send an email and continue the waiting a count

2. A.- Scenario if the system did the 2nd time an automatic email follow-up and the user did the response, the system automatically counts reset and goes back to the initial starting stage.

Trying to think the logic like WHILE waiting for a waiting time, IF the incident state change to progress, the flow will go back to the starting stage and repeat. Anyone can advise what flow logic can be use for my requirements?

Thank you in advance.

[OlaN]

Hi,

This is something you could solve by creating a Flow.

Trigger should be incident created or updated with conditions as you require.

create a flow variable, set it to 0.

then make use of the do the following until incident no longer fulfil your requirement or the counter has reached 3.

in the loop

send notification

increase the counter (flow variable)

wait for a period of time

after the loop, if the record is still on the waiting state, update the record to close it, and fill in the needed fields, such as resolution notes etc.

[Yee Man Chun]

Hi Dude, 

Thanks for replying me. However am still very new with the developer. 

Would you mind to guide me through step by step please.

[OlaN]

This is a large and fairly complex question which would require quite some time for me to answer in a step-by-step fashion.

So instead of me doing all the work, I would ask that you first start by checking the learning course on Flow designer on the Developer site, then ask more specific questions when you hit a road bump.

https://developer.servicenow.com/dev.do#!/learn/learning-plans/tokyo/servicenow_application_develope...

[Yee Man Chun]

Hi ,

Creating the flow variable and repeating the loop is fine until reached the limit of 3 is fine. However, If there is any reply (state change to in progress) while waiting for the duration occurs, The counter needs to reset back to 0 and repeat the count again.

My question is how to make an IF statement WHILE the waiting for the duration is running.