how to change a ticket from Hold or Waiting user info to Active again with a notification.

[jeetendravazira]

Does anyone know how to move a incident from a hold or waiting for user into to active again once the user has responed back to the incident.   is there a setting in service-now where this property exist or does it need to be created from scratch.

[dwolf]

You can create a Business Rule that will run after insert or update. If you use the state field identify what is the value of the hold or pending state to make it as a condition and then script it.

example:

if your Awaiting Vendor state's value is 8 put the condition: current.state == "8" && current.assignment_group.changes()

Then in the script field add current.state = "1" if 1 is your New or Active state.

[Mike Allen]

You would have to put a business rule in that stated something like

after update

condition: current.sys_update_by == current.requested_for

current.state = 'Active';

current.update();