On Hold status not showing on Incident filter

[Cirrus]

Hi,

We have an On Hold state on the Incident Form. If we filter using "All>Active=true>Assigned to = xxx>State != Resolved" then it returns incidents that are currently on hold, but if we use 'All>Assigned to = xxx>State not in (Closed Complete,Closed Incomplete,Resolved) they don't show. Its probably a Monday morning thing but I cant see why. Anyone any ideas please.

[Alberto Consonn]

Hi Cirrus,

Happy Monday morning 🙂

Your issue is so strange, it works fine in my own instance.

Please check the filter criteria, are you using the State field properly?

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thanks you

Cheers
Alberto

[Cirrus]

Alberto,

Apologies as I may not have been clear in the issue. On the incident table you are correct, it works fine, but when you are looking at a My Work or a My Groups Work queue, On Hold incidents disappear

Same user

Not sure why there are two States of On Hold, but there are also two Work In Progress and they return fine. Looking at the task table, there are 5 values for State = On Hold, only one of which is attributed to the incident table

[daved999]

A bit late, but I've had a response from Service Now which I may as well document here:

Essentially you need to change your filter to include "closed completed" tickets, which actually displays the "on hold" tickets from the task table.. you can then filter out the irrelevant items by only including active=true.

a) KB0696108 - Filtering by state field on Task table some labels are missing/overlapping when reportin...

b) KB0854642 : My Work module does not display Incidents which are on 'On Hold' state

[bketha]

Thank you for sharing this with the community. This holds ture in 2025 🤔