need_attention flag on case records

[priya92]

Hi,

we are facing issues with case records not auto closing as per the flow after seven days ,state resolved and auto close set to true,upon further sleuthing found an OOB BR "mark for auto close" does not set the autoclose flag since needs_attention flag is set to true by the following  "actionable case flow"- Set Needs Attention if additional comment changes" 

The stuck unclosed cases have these fields set to true since comments were either added by an agent who is not the assigned to or comments being copied over from related record(incident, problem or change).

I need help to understand on what condition does the flag clear. does this need to be done manually and  how to rescue these records?

if so , this will be overhead for our operational team as in most cases , it is likely many users can work on the case record.

-Alternatively, we were thinking of deactivating the actionable case flows or only the flow mentioned earlier.

Please advice

Thanks

[Gokul Nath]

Hi @Mahesh Kumar we are facing the same issue.

I am facing with the same issue and trying to reset the value to false with flow designer. And its not working. 

This is the script used, and still it doesn't set the value to false.

So does it mean the business rule is again resetting the value to True and I am able to see the flag of Needs attention.

Is there a way that we can achieve this using flow designer without changing the BR?

[priya92]

Thanks Heaps Mahesh for your time and help!! much appreciated!!

will try out the BR as per your script.