How do you get to "On Hold" in the Incident ticket?

[ayano]

How do you get to "On Hold" in the Incident ticket?

[Willem · Accepted solution]

In an OOTB ServiceNow instance you can set the State and select the reason:

That will set the incident to on hold.

If you do not have that, can you see if by creating a problem the incident is put on hold:

Or by sending an email:

[Pranav Bhagat]

Hi 

When you select the On Hold option(You can change the state to on hold), the On hold reason choice list appears with the following options.

• Awaiting Caller
• Awaiting Change
• Awaiting Problem
• Awaiting Vendor

You can save the incident after that .An incident can be placed in the On hold state one or more times prior to being closed.

Regards

Pranav