Where is the 3 Strike Rule defined? Its an OOB thing or we customize it?

[Vaishnavi35]

Hi,

Where is the 3 Strike Rule defined? Its an OOB thing or we customize it?

I do not see any docs as well for this.

I don't know where its defined in my instance (as I was not there earlier and still learning) exactly how can i search or test for the same?

Thanks,

Vaishnavi

[Ankur Bawiskar · Accepted solution]

Hi,

it's a custom solution which is implemented by members.

refer below links for help

3-strike rule on RITM (auto-close Service Request in awaiting customer)

How to implement 3 strike rule( send emails automatically)?

send email notification end user based on 3 strike rule

Regards
Ankur

[Vaishnavi35]

Is it a workflow??

Can you help me with the navigation??

I dont know where its defined in my instance (as I was not there earlier and still learning) exactly how can i search for the same?

Thanks,

Vaishnavi

[Ankur Bawiskar]

Hi,

So are you trying to find where this is defined in your instance?

please check schedule job, flow or workflow for this

If you wish to implement it fresh refer the links shared above they should help

Regards
Ankur

[Jaspal Singh]

Hi Vaishnavi,

As suggested by Ankur in comments before there is no OOB such functionality for 3 strike rule. In case needed you can create a custom solution by use of Flow designer or workflow or schedule job.

Link from above comments cover the same but scenarios may be different.

1. When ticket is put on hold  you send 3 reminders.

2. When ticket is pending approval you send 3 reminders to approvers

3. When ticket is resolved you send 3 reminders to users to accept solution & then close it automatically post that.

So, it may vary business to business & case by case so its upto all depends on need but links above should help you with some hints.