Hi there,
I'm trying to create a flow with the "Flow Designer", that automatically closes Incidents that are for a 6 days On Hold with reason "Awaiting Caller".
I managed to setup up the following configuration (in order):
1.) TRIGGER AT INCIDENT where (Incident state changes to ON HOLD, and State changes to ON HOLD, and On hold reason changes to AWAITING CALLER, and checkbox for automatical closing changes to true).
2.) UPDATE AT INCIDENT RECORD: with work note and message about checkbox checked / automatic closing activated.
3.) TIMER: For flow delay of 3 days.
3.) UPDATE AT INCIDENT RECORD: Sends reminder to the Caller by adding a new Additional Comment.
4.) TIMER: For flow delay of 3 days (total 6 days).
5.) UPDATE AT INCIDENT RECORD: Closes the Incident and sends a Resolution Note.
This flow does work in a way, but it does not stop after receiving an answer from the Caller in the form of a new Additional Comment. It continues to work and closes Incidents which got response and should not have been closed but remain open. Only responseless Incidents should become automatically closed.
Several Business rules control the Incident State, State, On Hold Reason and checkbox value after updating or re-opening an Incident. Still this problem keeps happening, which says me the problem lays in the flow.
The question is where and how to solve this? Is it even possible? The hardest part is to implement the required waiting time (expressed in days) + meantime checks for new additional comments.
If anyone has ideas, I would appreciate. Thanks!
