Adding a Time Out for a Due for a Duration of Time Action in a Flow

[terrieb]

We have flows working today that send out an email to the requestor and have a Wait for duration of time action for a period of 9 hours of sending emails.  Then once they get a response, they close the task linked to that action which closes the Request/RITM when it's closed.

Now they want a "time out period" added to that flow logic.  They want the emails to go out daily for 5 business days and if no response is received, they want the following "timed out" actions to occur:

1. Close the linked task as Closed Incomplete

2.  Create a new task

3.  After new task is Closed Complete, have the RITM/Request close as Closed Incomplete

They want to use this for catalog items that are issued to staff - like wireless headphones or keyboard/mouse, etc.   Staff request them and then "forget" to pick them up.  Meanwhile, the Service Desk pulls the items out of inventory - place in a pick up shelf - and it stays there until the item is picked up.

I know how to do the Wait for Duration of time to resend the email - just looking for the right action to do the "time out" (stop sending emails) and then do steps 1 - 3 above.

Thanks!

[Hemanth M1]

Hi @terrieb ,

Why don't you try this? I have put up the skeleton here:

After sending the email, open two branches to monitor -

1. Branch 1 -Email reply: Once a reply is received, check if it was received within the duration. If yes, do nothing, close the RITM. If not, just wait for the other branch to execute its steps.

2. Branch 2 - Check the duration (5 business days): Wait for 5 business days and check if the email was received. If yes, do nothing - branch one would have executed here. If not, close the task, create a new one, wait for it to close and then close the RITM as "closed incomplete."

Hope this helps!

[terrieb]

Let me add those actions to the flow and try it out.  For now I will set the wait for duration of time to like 1 hour just to see if it works.

I will mark as Helpful if it works.

Thanks!

[terrieb]

Can you open these actions to show what you populated them with.  I found the Wait for Email Reply , but not sure what to put after that.  Same for the "If" condition after that - what from the Email action do I input to see if an email was received.

Same for Branch 2 as well - breakdown of each parallel action.  

Thanks!

[Hemanth M1]

Hi @terrieb ,

Here you go!

Step 1. Send email

Branch :

Step 1: Wait for email reply

Enable time out and add the duration, you can pick schedule which is 24*5 weekdays

Step 2:

Check received email status (which gives complete or time out), use Complete status

Step 3:

Update the RITM to complete and end the flow

Branch 2 : Step 1:

Wait for the duration - 5 days (120 hours) and if branch 1 is not completed, it will execute remaining steps (i.e. complete existing task, create new, wait and close the RIMT as closed incomplete)

you don't have check if email received or not in branch 2 because once email received it will update the RITM and end flow in branch 2 and branch will not execute 

Hope this helps!