How to log Call backs when you dont have a Next Action Date

[michelle kirk]

Is there anything in Service Now that is OOB so from a Service Desk perspective the Team can use to log call backs in. 
The Incident module within Service Operations Workspace, lets you put tickets On Hold, but no option for a Next Action Date ( which I find odd that there isn't one) 

I have had a look at https://docs.servicenow.com/bundle/xanadu-it-business-management/page/product/resource-management/co..., But that appears to be for individual and not for a Team to all access,  which is what we are looking for. 

Any ideas would be appreciated 

[Kieran Anson · Accepted solution]

Hey,

I've done this a few different ways depending on the full requirement

1. Adding a next action field on the incident form. This has some date restrictions so someone can't leave an incident on hold for a year. This also then allowed for a 3-strike process to not strike the record if an extended on-hold period was expected
2. An under-utilised table is the reminder table. Documented here, you can create a seperate record to hold and manage those prompts for future action. This is a good approach if you want to report on how often you place tasks on extended periods of on-hold. It also means you can trigger flows to run which can generate something tangible