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Implement a 3 strike rule on incident using Flow Designer

this flow is triggered when the incident is placed on hold with on hold reason awaiting customer
this workflow runs 2 sub-flows in parallel:
- wait for condition to end the flow if the state is changed to a value other than on hold or the on hold reason changes to any value other than awaiting customer
- 3 strike flow which generates 2 sequential events:
       wait for a defined period of time according to business hours schedule, then create an event to         generate a chase up email

       wait a further defined period of time then create an event to inform the customer the incident is closed cancelled and then auto-resolve the incident

the events will need to be added to the event registry, these can then fire notifications as desired

Configurable steps


·       The above contains test values in the wait for steps; these should be updated to the correct values once moved to production


·       The final update step can be updated to reflect correct wording to add to the resolution notes


·       The notifications included in the update set should be updated to suit customer requirements (subject, body text)


·       The above schedule (8-5 weekdays) can be updated to suit

how to queue the event step


  1. Hi admin, thanks for the article.
    Recently we have implemented 3strike rule, but we are facing few issues, may i request your help in resolving the issue.
    Please reach me at


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