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

[nayanmule]

Also, how can we restrict it only to business hours ?

[Josh Pirozzi]

Hi @nayanmule,

For the number of Flow Actions, you'll need to find out how many times and how often you want the Flow to make updates. At some point the Flow will need to finish executing once it reaches the conclusion you or the team asking for this Flow wants.

For this Flow to run only on specified hours, you'll need to use a Schedule for it to refer to. ServiceNow provides a few OOB options for Mon-Fri 9a-5p, but building one to meet your specific needs is simple.

[Ankur Bawiskar]

@nayanmule 

What did you start with and where are you stuck?

It's easy to configure in flow for each state and check the updated time using filter conditions

If my response helped please mark it correct and close the thread so that it benefits future readers.