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 · Accepted solution]

Hi,

Great 🙂

Glad I could help guide you Correctly.

If you don't mind, please mark my reply as Helpful and Correct.

Take care!