Flow Designer : Incident Awaiting Caller Reminder Notifications and Auto Resolving Incident

This explains how to send reminder notification to caller of incident if he doesn't respond to incident when it is waiting for his response. After few reminders we will Resolve the incident manually.
Community Article Link : community.serv...

[@madhurimiriyala7564]

Thanks alot for this video. It really helped me in learning many things about flow designer. I am now able to create flow designer without any issues.

[@AshutoshMunot]

Thank you so much.

[@joro353]

Thank you Ashutosh! This was mighty helpful!

[@AshutoshMunot]

Most welcome!

[@kritikasharma6479]

Hi Ashutosh can you please share how did you create the cancel flow. Your article has been archived. Can you please help me.

[@elleka6771]

This is exactly what I could have used! BUT I wish you would have created actions live, as you speak. How did you create Cancel Flow? Is there a place for your script? (The Community link is no longer active). Dang..oh well at least I know it's possible. Thank you.

[@AshutoshMunot]

I will reshare the link

[@pramodpandey840]

Hi Ashutosh, Can you please help me how to create cancel flow custom action

[@Somnath_Snow]

Please explain steps of the Cancel flow.

[@dhanrajudata903]

Hi Ashutosh, My Flow is not getting cancelled, it shows completed even after when I change the State to Inprogress immediately. I have checked the Script Step Code it is same as yours. Please help me immediately I have to submit this use case as soon as possible, Please Help. Thank you.

[@ranjithramachandran2104]

can someone send the steps to create cancel flow ?

[@CHUN9999999999999999]

Manage to follow and it works. However, if I need the send email to be captured in the additional comment in the incident and user can just do the reply from the Notification Email and their comment can capture in additional comment. How can we achieve that? I tried to drag the data pills incident record Number into the Target Table in send notification but it prompted an error (no gliderecord).

[@supriyawaghmode1198]

My current flow also get cancelling along with previous attached flow

[@b4dly]

This is great, but I've noticed when I've implemented it any change to the record (eg. adding a worknote) will cause the flow to cancel and create a new one. Do you know what would cause this? Many thanks.

[@AshutoshMunot]

It depends on how you have configured it.

[@dhanunjaykumarn8783]

Hi Ashutosh, i re-created the flow, when i used test option, its throwing exception "Could not retrieve snapshot for test" how to resolve the issue. Any thoughts.

[@AshutoshMunot]

support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0854481

[@matapangako9192]

When After creating cancel flow action, I am trying to call it in the flow design but I do not know the Task Sys ID value and Table Name to use. I tried Trigger->Incident Record -> Sys ID under Task Sys ID. Is that correct and how about the table name? I am referring to the added action in the design flow.

[@AshutoshMunot]

HI, i really need to see the flow to help you this.

[@saiteja1005]

Hi Ashutosh, I have an issue regarding this functionality. I have created an incident(INC0010087) which is on hold and waiting for the second email to be send. After a day I have created an another incident(INC0010091) which is on hold. Now previous incident flow is getting cancelled this shouldn't happen right ? In my case two incidents are different having different sys_id's for each record flow still needs to continue for previous one and need to start new flow for the incident which is created today. Please let me know if I am missing some thing here and help to me resolve this issue please

[@AshutoshMunot]

Something is wrong then.. because as per design and my flow it is independent of incidents. It should only cancel a flow for the same incident if it is already running and should ignore other incidents

[@thanushareddy9325]

could you please say what to mention in To field in send email

[@AshutoshMunot]

You can send it to assigned to, manager, caller,etc YOu can use data pill to drag that into that field.

[@gattugautam]

How to create cancel flow?

[@AshutoshMunot]

That's the action which I created for cancelling the flow. In that action we have a code to cancel the flow. Update set attached to the article on community

[@AshutoshMunot]

@@CHUN9999999999999999 Will share

[@hectorblanco8317]

@@AshutoshMunot Where is the US? the article has been archived.

[@ranjithramachandran2104]

can someone send the steps to create cancel flow ?

[@AshutoshMunot]

I will reshare the community link