How to hide Onhold reason "Awaiting Caller" ?

[Mohammad Moula]

hi all,

how to hide "Awaiting Caller" for the following condition
 incident with contact type "Event Monitoring", state On-Hold, contact type !==event Monitoring, category !== Event_Management and there should be no possibility to add
on the onhold reason "awaiting caller", except for incident tickets with contact type "event Monitoring",
category "Event_Management".

[Abhijit]

create new client script onload , as below

if (g_form.get('Category') != "Event Management" && g_form.get('Caller') != "Event Monitoring" && g_form.get('State') == 3 ) 

{

g_form.removeOption('hold_reason','1');

}

else {

}

[Mohammad Moula]

Hi abhijit,

Thanks for your reply.

I tried the following client script but not working as expected

var contacttype = g_form.getValue('u_contacttype');
var category = g_form.getValue('category');
var state = g_form.getValue('state');

if(contacttype == 'Event Monitoring' && state == '3' && category != 'Event_Management')

g_form.removeOption('hold_reason','1');

else {
if(contacttype == 'Event Monitoring' && state == '3' && category == 'Event_Management')
g_form.addOption('hold_reason','1');
}

suggest code changes to work properly

[Harish Kota]

Hi @Mohammad Moula 

Use UI Policy for this solution.

Create conditions Contact Type is Event Monitoring and state On-Hold

under UI Policy Action - make awaiting caller is false.

Thanks,

Harish Kota

[Mohammad Moula · Accepted solution]

Hi Harish Kota,

thanks for your reply..

i got solution using ui policy conditions with run script- g_form.removeOption('hold_reason','1');