Flow for Incident states based on the last updated time

[nayanmule]

Hi All,

I want to create a flow for incident management automation where I have to add 4-5 conditions altogether.

for e.g. 

If an INC is in OnHold and the INC has HAS NOT BEEN UPDATED in 18 hrs
Then update the incident state to InProgress & add some worknotes

If an INC is in PENDING VENDOR and the INC HAS NOT BEEN UPDATED in 27 hrs
Then update the incident state to InProgress & add some worknotes

If an INC is in PENDING PRODUCTION MOVE and the INC HAS NOT BEEN UPDATED in 27 hrs
Then update the incident state to ACTIVE & add some worknotes

If an INC is in NEW and INC HAS NOT BEEN UPDATED in 9 hrs
Then override/set assignment group to 'Some group'

If an INC is in New and INC HAS NOT BEEN UPDATED in 405 hrs
Then update incident state to RESOLVED

Any help will be appreciated.

Thanks

[Viraj Hudlikar]

Hello @nayanmule

Create a flow which will trigger every 2 hours. Now in actions you do lookup on records as per your requirement and then using a for each loop for lookup record and then update those records.

Below is small snapshot:

If my response has helped you hit helpful button and if your concern is solved do mark my response as correct.

Thanks & Regards
Viraj Hudlikar.

[nayanmule]

Hi Viraj,

Do I need to add lookup actions for every criteria in the flow ?

Thanks

[nayanmule]

How can I restrict the updated date for business hours ?

[nayanmule]

@Ankur  please suggest if you have anything