Create a flow for Incident automation

[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 business 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 business 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 business 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 business hrs
Then override/set assignment group to 'Some group'

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

All the referenced hrs are in Business Hours.

Any help will be appreciated.

Thanks

[Pradeep67]

Hi,

You can create a flow which runs daily and check the incidents based on your condition but I think validating the business hours is difficult

[Viraj Hudlikar]

@nayanmule - This thread is duplicate of Flow for Incident states based on the last update... - ServiceNow Community

Did you tried with solution given there? Regarding business hrs I don't think it's possible to put in flow condition while lookup. Otherwise, you can write a script which will be trigger through hourly schedule job.

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 Hudlikar , 

The solution you have proposed works fine for overall hours but can't work in business hours.

can you please help me with schedule job script ?