Workflow change/creation, Problem.

[DiegoCamacho]

Hello,

I have some questions regarding a Problem requirement. I need to perform some checks on the problem record, such as: Problems with associated Incident P1 or P2: After 3 days without progress in the workflow, the status should automatically change to "Under root cause analysis". I looked for an existing workflow to add this condition but couldn't find one. To implement this condition, will it be necessary to create a new workflow, or is there another way to do it? Could you help me?

Thank you.

[AnjalPDijo]

Hi @DiegoCamacho ,

You don’t necessarily need a workflow for this. A Scheduled Script Execution is ideal - it can check for Problems linked to P1/P2 Incidents and update the status after 3 days of no progress.

But if you're using Flow Designer, you can try a Wait for Duration step and then update the record as needed.

Hope this helps!

Best Regards,
Anjal

[Ankur Bawiskar]

@DiegoCamacho 

so when Problem has associated P1 or P2 incident and if there is no update on INC over 3 days being in progress state then Problem should move to other state?

[DiegoCamacho]

@Ankur Bawiskar 

The problem should be moved to "Root Cause Analysis".

[Ankur Bawiskar]

@DiegoCamacho 

you can have a flow trigger on INC when Problem ID Changes and Problem ID is not empty and Priority = P1 or P2

Then use "Wait for Duration" and give 3 days = 72 hours

After the Wait for Duration check the state of INC is updated or not

if not then move the PRB state

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