Flow Designer : RITM On Hold - Awaiting Caller Reminder Notification

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H_ctor Blanco
Kilo Guru

‎02-10-2023 04:33 AM

Hi all,

 

I have implemented a flow to send a reminder when the incident is awaiting requester for 3 days. To do that, I have created a trigger for every update on the incident table, with the condition "waiting reason = awaiting requester".

 

Now, I`m trying to replicate the flow for the sc_req_item table, but I can´t create a trigger as for the incident table. For the sc_req_item table, the trigger action is Service Catalog. How can I replicate this condition using the Service Catalog trigger?

 

Regards.

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Laszlo Balla
Mega Sage
Mega Sage
In response to H_ctor Blanco

‎02-13-2023 09:31 AM

I'm afraid that won't work. Do that in a business rule instead, probably more straight forward (if you insist on using Flow Designer elements, you can call a subflow or action via script using the Flow API).

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Laszlo Balla
Mega Sage
Mega Sage
In response to H_ctor Blanco

‎02-13-2023 09:29 AM - edited ‎02-13-2023 09:30 AM

You probably have a "before query" business rule running on the 'sc_req_item' table that adds the additional query. Check that out.

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