Set Status of Incident to In Progress from OnHold when Date/Time duration is crossed

[SNOW46]

Hello All,

I have a requirement that when Incident Status is changed to On Hold, then On Hold Reason will open where Assigned to User needs to select as Enhancement option from the drop down menu and the SLA will get Paused.

Once the user selects Enhancement option, then a new Date/Time field will open below the On hold Reason field.

When the Assigned to user selects any particular Date and Time so till that duration or date/time the Incident will remain as On Hold and once the duration is completed or the Date is crossed, then the Status should automatically changed to In Progress and at the same time a notification should trigger to the Assigned to User stating the Incident Status has been changed to In Progress now.

Can someone please help me in achieving this requirement as its very urgent for me and I need to showcase a demo on this to the customer this week.

Thankss

[suvro]

Once the user selects Enhancement option, then a new Date/Time field will open below the On hold Reason field.

<New Date time> means name of the date time field mentioned above.

Here on.hold.reminder indicates what?

Name of the event created in step 1

and date_time_field is the new field which I will configure right? Yes Right

[suvro]

Does this requires any follow up? If not you can close this thread by marking the appropriate response as correct. It will benefit other users as well