There is incident form. On incident form there is, on hold field & on hold reason field.

[purnendutiw]

There is incident form. On incident form there is, on hold field & on hold reason field. If caller added any comments on incident, the incident's state will be in progress. How will you achieve?

Is there any way that we can achieve that. As far as i have searched the community, its only says that the OOB business rules is there where slight modifications needed, but i want to achieve it by creating new Business rules.

Thanks in Advance.!! 

[Dr Atul G- LNG]

Hi @purnendutiw 

I think this is OOTB, you can check these 2 posts which will give you an idea. Also try this in PDI, as I think it is the OOTB behaviour that you are looking for.

https://www.servicenow.com/community/developer-forum/why-does-incident-state-change-from-onhold-to-i...

https://www.servicenow.com/community/itsm-forum/how-to-clear-out-on-hold-reason-value-after-incident...