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

[Mark Manders]

Use flow designer. Trigger on 'state = on hold' and put the wait conditions, checks and reminders in there. After a wait, you check if the RITM is still on the same status and if so, you send the reminder and set the next wait.

You could also run a daily flow to check on all on hold ritms to see if they are still on hold and use a custom field to count the number of chases, but it depends a bit on how you want to organize it.

[benculley]

Hello,

Assuming the 'state= on hold' would be a condition on the trigger, what table would be used as can't seem to add in the RITM table for the trigger? (sc_req_item)

Many Thanks

Ben