How to clear out On Hold Reason value after Incident State changes back to In Progress from On Hold

[Roberta B]

We have a requirement that when an Incident ticket is in a State of 'On Hold and 'On Hold Reason' is 'Awaiting Caller', when the caller adds additional comments or respond back to an email notification to automatically change the State to 'In Progress'.  This is working.

However, after the Incident goes to 'In Progress' State, we cannot choose 'On Hold' state and 'On Hold Reason' of 'Awaiting Caller' again, because the 'On Hold Reason' still has the value in it, and when saving it flips back to 'In Progress'.

I believe the below script that is being used in the Business Rule is where I need to make a change, but I can't determine if that is the place to make a change.  And if so, what the change should be.  Or, if there is a UI Policy or something else I need to update?

[Dan H]

Yes, it would make sense that it is clashing with another business rule and the actions of this new business rule are being overridden.

I remember trying this in my PDI when you first asked the question and had no issues. So it seems like theres a conflict somewhere.

[shloke04]

Hi @Roberta B 

Nope what I have suggested you to do above is to just deactivate the OOB BR and then try the functionality you are looking for.

PLEASE DO NOT CREATE A NEW BR TILL THE ROOT CAUSE HAS BEEN IDENTIIED.

Just deactivate the BR and try with your functionality and let me know if it works or not.,

Hope this helps. Please mark the answer as correct/helpful based on impact.

Regards,
Shloke

[Roberta B · Accepted solution]

Hello -

Thank you everyone for your ideas.  I finally got this working by the following:

1) Marked the [Move "On Hold" to "In Progress"] Business Rule from Active = true to Active = false

2) Added the following script to the 'Actions' of the 'Inbound Email Action' of [Update Incident (BP)]:
gr.state = 2;
if (gr.state != 3)
gr.hold_reason = '';

3) Added the following additional action to the 'Incident State Change to In Progress' Business Rule 'Actions':
Set field values of 'On hold reason' To 'None'