Hi everyone! I'm new to ServiceNow. I'm still not familiar with the ITSM process. I just want to ask if there is a standard ITSM guidelines for updating On-hold INC/RITM/SCTASK tickets? Like how often should we update the ticket if they are on-hold and you're not doing anything on it? Should you update the ticket regularly? If there is no new updates regarding the ticket, do we still need to add a new worknotes or we can just leave it as is until such time that we can continue working on it/have new updates?
