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]

After the waiting action (within the loop) you could perform a if action, to see if the counter needs to be reset.

If you really need the check to happen while the waiting action is running, you will need to run two threads in parallel.

Another possible way is to check for multiple conditions in a do-while loop (example below).

[Yee Man Chun]

After the waiting action (within the loop) you could perform a if action, to see if the counter needs to be reset.

-this is not suitable the IF check after the waiting action. A lot of progress can be made during this waiting action and if the eventual progress is on hold, the flow will continue moving to the next step.

If I run 2 parallel threads. The question as below.

1. Can we make a condition only if 2 parallels pass through, it will proceed to the next step else flow back to the starting stage? How can we move the arrow flow back to starting stage?

2. If using do until that you mentioned 

How can the flow detect If there is state change to progress and move back to initial stage?