Setting up Auto-Closure of On-Hold RITM's after set number of days

[benculley]

Hello,

I have been trying to find a way to setup auto-closures of our RITM's after a set number of days (7), with automatic chaser emails being sent after periods of 3 days, 5 days and then a final closure email at the end of the 7 day period. This should only also be done with RITM's with the On Hold > Awaiting Caller state.

I know business rules will need to be implemented to track the changing states and to stop the emails being sent should a comment be added from the customer and then change state change from On Hold, but I just wanted to ask for advice on the best way of doing this? I can see in this other article below how to do this via Flow Designer for Incidents, but so far have been unable to find away of doing this for RITM's via Flow Designer:

https://www.servicenow.com/community/now-platform-forum/flow-for-automatic-closing-on-hold-incident/...

Any advice or suggestions that could be provided regarding this would be most helpful!

Many Thanks

[Josh Pirozzi]

Hey @benculley,

When attempting the Flow to look at RITM's, where did the break-point come in for you? Is it with the timing/triggering of the Flow, or recognizing the RITM State 'Awaiting Caller'?

Thanks,

Josh

[benculley]

Hey @Josh Pirozzi ,

Yes it has been with the timing/triggering of the flow, as can't seem to add the sc_req_item table in as an option.

Many Thanks

Ben

[Josh Pirozzi]

Hi @benculley,

You know, I didn't realize that you can't trigger from the sc_req_item Table!

I did some research and came across another post (see hyperlink 1) on configuring the Business Rule & Flow from the sc_req_item Table, which then links to Hyperlink 2. A question brought up in Hyperlink 2 is the why trigger from the sc_req_item Table instead of the sc_task Table since that is where the work typically is tracked/happens.

Hyperlink 1

https://www.servicenow.com/community/incident-management-forum/trigger-flow-when-ritm-is-created-or-...

Hyperlink 2

https://www.servicenow.com/community/now-platform-forum/flow-designer-cannot-find-the-requested-item...

[Josh Pirozzi]

Hi @benculley,

On some additional research, you CAN trigger from the sc_req_item table by:

• Select Trigger = Updated
• Table = Task [task]
• Condition is:
  • Task Type IS Requested Item
  • State IS Pending Customer (or On-Hold)
• Run Trigger For each unique change

This may work for you without needing to configure a BR as well.

Thanks,

Josh