When incident on-hold state changes state must automatically change to in progress

[CarolMa6]

Hi, 

I need help with a solution: When an incident is on hold and the user changes its state, it should only be able to change to "In Progress." The user shouldn't have the option to resolve or close the incident directly; it must revert to "In Progress" first.

Regards

CarolMa

[Dr Atul G- LNG]

Hi @CarolMa6 

As per the OOTB process flow, the state can be directly updated to "Resolved." For instance, if an agent doesn't receive an update after three attempts, there's no purpose in moving the incident back to the "In Progress" state. This behavior aligns with the standard OOTB functionality.

[CarolMa6]

So, when the state is change from on-hold doesn't matter the on-hold reason. The incident cant go directly to resolve/closed it must be changed to inprogress and we want to enforce this

[Dr Atul G- LNG]

Correct, but it’s important for the agent to justify why they are removing the incident from the "On Hold" state. If the "On Hold" reason is related to a change or problem, the agent must confirm whether the associated problem or change has been resolved or closed before proceeding.

[Nishant8]

Hello @CarolMa6 , There is no such restriction in place OOB since as per ITIL guideline INC can directly move from On hold to in progress and I believe Atul too was mentioning the same.

Nevertheless, if this is your business requirement, then you can achieve the same with help of a BR. Attaching the SS for your reference, please change the message accordingly. Only problem I see with this approach is user will have to refresh the page to get the original values back. We might have to either write one more Client script along with this or may think of page redirection here