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?

[shloke04]

Hi @Robert B 

Just tested on my PDI, when Comments are updated by Caller, On Hold reason gets cleared automatically and state is set to In Progress.

For your query "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'."

This is an expected behavior as per the OOB Business rule on Incident table named as "Incident State Change to In Progress" which you have highlighted in your post above.

It will not allow to update the state back to On Hold if caller of the Incident is same as current logged in User which is being checked in the BR condition as shown in Red below:

You need to remove this condition to make it work or modify as per your need.

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

Regards,
Shloke

[Roberta B]

Hi @Dan H -

Unfortunately changing the order of the Actions did not work either.

Roberta

[shloke04]

Hi @Robert B 

Please see my response above, I have not suggested to change the order of BR or a action.

I am saying you need to remove the condition which is highlighted in Red above by clicking on the cross symbol i.e. you need to remove the condition which says "Caller is (dynamic) Me".

After removing it save the Business Rule and then try again. It will work.

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

Regards,
Shloke

[Roberta B]

Hello @shloke04 & @Dan H -

I tried changing the BR 2 different ways as follows, and impersonating a user to enter an incident, and still no luck...

1st - removing the 'When to Run' condition of 'Caller is (dynamic) Me' and adding the 'On hold reason to None' Action:

2nd - removing the 'When to Run' condition of 'Caller is (dynamic) Me' and without the 'On hold reason to None' Action:

Thanks for your assistance thus far.

Any other suggestions?

[shloke04]

@Robert B  Okay. Can you deactivate this BR itself and try if the functionality you are looking for works fine or not.

This was we can confirm if this is the culprit or not. If this functionality is not needed you can simple deactivate this BR itself as it just set the state back to In progress when current On hold reason is Awaiting caller.

In our project we have deactivate it as it was not meeting our requirement similar to yours.

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

Regards,
Shloke