Flow Design

[arishsaifi9]

i am creating a flow design when incident is create then if incident is not solved in 1 hour then send an email to assign and this will be again and again until incident will be resolved 

[Mark Manders]

I hope you are kidding? This is a requirement that makes absolutely no sense. Any one who asks you to do something like this, should turn in their keys and leave the company. 

Next to that: you are making a statement that you are creating a flow. Is there a question or are you just telling us what you are doing?

[Dr Atul G- LNG]

Sending emails every hrs not make a sense, believe me agents are busy and very less chances agent check email. Better send a reminder to manager once in a day.

[AndersBGS]

Hi @arishsaifi9 

Why? It doesn’t make sense and would just create a lot of unwanted mails. Many incidents can take several hours to resolve…

[Aditya_hublikar]

Hello @arishsaifi9 ,

I don’t think this is a realistic real-time use case. In most scenarios, incidents are governed by SLAs during the resolution process. Based on SLA definitions, we typically monitor business elapsed time.

For example, when 50% or 75% of the business time is consumed, we can use Flow Designer (or SLA workflows) to trigger notifications to the assignment group or assigned user. This helps proactively alert the team and avoid SLA breaches.

So instead of the mentioned approach, an SLA-based notification mechanism would be more practical and aligned with real-world implementations. Could you please recheck the use case?

If this helps you then mark it as helpful and accept as solution.

Regards,

Aditya