How to add more "on hold reason" choices in incident tickets

[Jonnie1]

How do you add more "on hold reason" choices in incident tickets?

[SanjivMeher]

Right click on 'On hold reason' label and select Configure Choices. You can add additional choices from that option

[Jay Freise · Accepted solution]

Hi Jonnie,

There are a couple things to look at when adding new choice list items.

1. As an admin, if you go to any Incident form view and set the state to On Hold, the On hold reason field appears. Right-click on the label and select Show Choice List. This brings up a list of the choices. Notice the Label and Value columns? The Value is a number where the Label is the text displayed in the dropdown. Think about what number value you want to assign to your new on hold reason.

Now go back to the Incident form view.

2. Right-click on the label and select Configure Choices. You will see a slush bucket and at the bottom some fields for adding new items to that choice list. Type in the label and value you came up with in step 1 and click Add.

My next question is what new on-hold reason do you want to add? I always ask my clients what the purpose is to determine if they really need it because it could add technical debt. For example, if someone asked me to add a new on-hold reason of "Out of town", I would say no. 🙂

[Jonnie1]

I need to add two new reasons:

1) Equipment not available

2) Awaiting renovation

[Shahid3]

Hi Jonnie,

We have a requirement to add specific on-hold reason for incidents related to set of service offerings. We have pushed back to use out of the box choice list so its consistent across the organisation but we are getting continuous requests to provide additional choice list for respective areas.

Is it feasible to have choice list available for individual or set of service offerings which is not visible for other service offerings. Can UI Policy be used here?