Comment reminder to the caller after 5 and 20 business days

[EldhoseS]

So I was trying to build a scheduled flow. The requirement is that I need to send comment reminder email to the requested user when the incident state is awaiting customer after 5 and 20 business days. I am like half way through the flow but I am stuck now. I already created a notification which is triggered by this flow. Can someone help me to finish it? If you can show the steps to build it that would be nice. Thanks in advance.

[Kieran Anson]

Can you show us what you've built so far? What are you stuck on? What problem are you facing?

[Tanushree Maiti]

Hi @EldhoseS ,

Try this logic:

1.Open Flow Designer and click New > Flow.

2.Set the Trigger:

• Trigger condition: Updated
• Table: Incident [incident]
• Condition: [State] [changes to] [Awaiting Customer]

3.Add First Reminder (5 Business Days):

• Add a Wait for Duration action and set it to wait for 5 Business Days.
• Add an If logic block to ensure the incident state is still "Awaiting Customer" and hasn't been resolved or updated by the user.
• Add the Send Notification action. Select your created notification and set the target record to the Triggered Incident.

1. Add Second Reminder (20 Business Days):

• Add another Wait for Duration action to wait for 15 more Business Days (bringing the total wait time from the start to 20 business days).
• Add another If block checking that the incident is still in "Awaiting Customer".
• Add the Send Notification action again to send the final reminder.