Flow Designer Most Important Use Case Part 2 | Automated Major Incident Process | Check Description
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About Use Case
Automated Major Incident Review with Approval and Review
Business Requirement
• After a Major Incident is resolved, A problem record should create for Review
• All the attachment from incident record will automatically copied to Problem record
• the Incident Manager must review and approve the resolution.
• The system waits for the approval decision.
• If the resolution is approved, the Incident is automatically moved to Closed.
• If the resolution is rejected, the Incident is moved back to In Progress.
• If there is no response within 5 days, the Incident is automatically closed by the system.
• After closure, the system fires an event to trigger Knowledge Article creation.