ITIL User unable to put Incident On Hold - Awaiting User

[Pam Walker1]

I have one ITIL user who is unable to put an Incident On Hold - Awaiting User it reverts back to In Progress but still sends out the commented email. All other On Hold states work.

Have removed all his roles saved and then added them back but issues persist. If I impersonate him the same happens for me.

All other ITIL users are able to put calls On Hold - Awaiting Caller with no problems.

Thanks in anticipation

[Allen Andreas]

Hi,

You would want to review the business rule/process you have in place for flipping the incident state back to in progress. I don't believe the role is the issue here and more so the process that you'd want to look into further. Due to the comment posting, if your process isn't setup to ignore the person who made it unless they're the caller (for example), then it'll flip back.

So check your field values on this example record for caller and assigned to and review your process.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Pam Walker1]

The person in question was able to do this 2 days ago. There have been no changes on the system in that time

[Allen Andreas]

Hi,

If you don't mind, please review my reply above and consider looking over the actual process. The system isn't going to specifically target one user randomly. There must be something else that is occurring in this case.

Setting the incident to on hold - awaiting user and then it changing back to in progress would only be caused by things like: client script/UI Policy (if it happens before the form is even saved) or....by if after form save a business rule (or onsubmit client script), for example.

Review your process to check and see the steps the user is taking if they are causing the issue such as what I mentioned above by checking your caller field and assigned to field, if the same user is in both, it can cause a loop depending on how your business rule is setup. That is just one example.

Please mark reply as Helpful/Correct, if applicable. Thanks!

[Pam Walker1]

Just figured out what he had done - he had added himself to the Watchlist even though he was assigned the incident!

Thanks for you help it was reading the Business rule that helped