Script help - Incident will not resolve or close

[BrianS344076034]

Hello!
so we have an odd one we are trying to sort out

here is what is happening

we have some sites that we support have an end of day process, if they fail to complete the Help Desk is notified

for the longest time the help desk would manually create a ticket, manually email the site, set a reminder, and email them again and again until the site responded and the ticket can be closed

So we wanted to automate what we could

Here is the flow outline

1. Incident is created and set to On Hold - Awaiting Caller

2. Comments added that is the email we would send - this goes to the site

3. Flow waits 4 hours, checks the incident. If it is still on hold -send reminder notification. If its Needs attention (this is the state ours goes to when someone replies) it creates an incident task to verify the work was done

4. it does this loop until the state is no longer on hold

then we loop the task

wait 4 hours and check if task is still open, if it is add note

if its closed - close the incident and send out an all clear email

Here is what is happening

if the site calls in and my agent resolves the ticket, it immediately re-opens and goes to Needs attention.

If we try and close the ticket, it immediately re-opens and goes to needs attention

I tried to use Script tracer to see if I can pin point why, but I am stuck

if anyone knows where to look or can guide me, please let me know and I will send what ever you need 

[BrianS344076034]

and figured it out

we have a flow running for if an incident is closed and has an open task, close the task

In this case, the task was already closed when the incident tried to close and it didn't know what to do, so it re-opened the incident