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?
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'
Hello
It's Just a Suggestion, Try writing another Business Rule.
Before, Update Business Rule :-
with below conditions:-
Mark my Response as Correct or Helpful, if you find it Appropriate.
Gaurav Shirsat : ServiceNow Community MVP 2022
https://www.linkedin.com/in/gauravshirsat/
Here are the screenshots per my previous message from today:
