# Usage guide: Automated three strikes

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This page outlines various ways to use the pack, including use case examples.

Administrators can refer to the [Configuration guide: Automated three strikes](https://docs.nexthink.com/platform/library-packs/l1-support/workflow-automated-three-strikes/configuration-guide-automated-three-strikes)
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Empower your service desk to manage unresponsive tickets more efficiently by triggering a workflow that automates reminders and ticket resolution through employee engagement.

The Automated three strikes workflow enables IT teams to:

* Reduce open ticket backlogs by automating follow-ups and closure
* Minimize time wasted on tickets awaiting end-user input
* Ensure clear communication and transparency during ticket resolution
* Maintain consistent SLAs by applying a repeatable closure policy

## Library pack uses <a href="#usageguide-hardresettroubleshooting-workflowstructure" id="usageguide-hardresettroubleshooting-workflowstructure"></a>

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Jump to [Use cases](#use-cases) on this page to see relevant scenario applications.
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Use the library pack content for the following purposes.

### Automating ticket closure with reminders

The **Automated three strikes** workflow follows the ITSM “three-strike” rule. It reminds employees to act on their open tickets and closes them automatically if no action is taken.

Using the Repeat feature in Nexthink Flow, the workflow cycles through a series of checks and user prompts until one of the following outcomes is reached:

* The user updates the ticket (ending the workflow)
* The user ignores or postpones the prompt three times (triggering automatic ticket closure)
* The user is unavailable for three cycles (also triggering closure)

This helps ensure unresolved tickets don’t remain open indefinitely.

### Engaging users before auto-closing tickets

Each loop in the Automated three strikes workflow includes a campaign that displays two messages:

1. A prompt asking the user to update their ticket
2. If accepted, a follow-up displaying the ticket number and a URL for quick access

If the user selects **Not now**, the workflow pauses and retries after three hours (default). After three failed attempts, whether from non-response or postponement, the ticket is automatically closed with a note citing the three-strike rule.

### Identifying available users before prompting

To avoid notifying inactive users, the workflow first checks the Days since last seen property. If a user hasn’t been seen in the last 24 hours, the prompt is skipped for that loop cycle.

This check ensures only available employees receive reminders, avoiding irrelevant campaign prompts.

## Use cases

In addition to the relevant use cases covered below, you may uncover other troubleshooting scenarios specific to your environment.

### Reducing ITSM ticket backlog by auto-resolving stalled tickets

You can automate the process of closing tickets that are no longer progressing due to a lack of user input.

1. Deploy the Automated three strikes workflow via Nexthink Flow
2. Configure the loop using the Repeat feature with a 3-hour interval
3. Ensure the first action checks the Days since last seen property
4. If the user is available, send a campaign with two messages:

   * Ask whether the user can update the ticket

   <figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-7803101a3fde05e0595ec233bbf85b701c13ced4%2Fimage%20(776)%20(1).png?alt=media" alt="" width="375"><figcaption></figcaption></figure>

   * If accepted, display the ticket details and mark as resolved

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-3dc6514c2115bd26e9a6f586a7aca15da8db240a%2Fimage.png?alt=media" alt="" width="375"><figcaption></figcaption></figure>

5. If the user chooses Not now, the workflow retries
6. After three missed or declined prompts, close the ticket and log the reason

<figure><img src="https://268444917-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FxJSUDk9NTtCHYPG5EWs3%2Fuploads%2Fgit-blob-ab0b4562e8b899de74d882cc9d0b4dba4caf8b4e%2Fimage.png?alt=media" alt="" width="201"><figcaption></figcaption></figure>

This use case improves SLA compliance and helps your IT team focus on actionable tickets.

***

RELATED TOPICS

* [Workflow: Automated three strikes](https://docs.nexthink.com/platform/library-packs/l1-support/workflow-automated-three-strikes)
* [Configuration guide: Automated three strikes](https://docs.nexthink.com/platform/library-packs/l1-support/workflow-automated-three-strikes/configuration-guide-automated-three-strikes)
* [Manage Workflows](https://nexthink.gitbook.io/opd/user-guide/workflows/managing-workflows)
* [Manage Campaigns](https://nexthink.gitbook.io/opd/user-guide/campaigns/managing-campaigns)