Hi there,
I have this checkbox that shows up when Incident State = "On Hold" and On Hold Reason = "Awaiting Caller".
What I want is, when the Incident is configured with this State, Reason AND checkbox is CHECKED ON, that the Incident is becoming automatically closed after a while if NO reply has come back, which has removed the Incident from it's "On Hold" + "On Hold Reason" and checked checkbox states.
I've created a flow for this, please see here below. This flow causes me at regular base headache, because it does not work as aspected:
1.) I cannot check contineously if the checkbox is becoming FALSE, to update the Incident (write down "log info- rule" into a Work Note).
2.) It's not possible to create a condition where a value CHANGES (from a specific value) to a specific value. I'm now using "IS FALSE".
3.) STEP 2 from the flow is getting ignored; STEP 9 (same action) is getting processed, but AFTER the first block of 3 minutes in the flow are over, instead of immediately.
This duration of 3 minutes, should be in real life 168 hours / 7 days. For testing purposes I have limited this duration time to 3 minutes. You can imagine that if the Caller re-opens the Incident, we want to know that a.s.a.p. (to confirm the flow is working correctly) instead of waiting 3 minutes or in fact 7 days.
How can I fix this? Is it possible to fix this issue? I have tried to write down a notation in a Work Note with a Business Rule, but that seems not to work. Also, a Business Rule would be just a part of the solution; it cannot end this flow while this is a mandatory step to prevent processing all next steps (autoclosure of the re-opened incident).
Thanks!
