On hold reason field displays previous choice after save.

[Ronald_T]

Have added a choice in state called 'On hold'. Have created a UI Policy based on this - that will display a mandatory field called 'on hold reason'. Have added choices to 'on hold reasons'. When I select 'on Hold', the 'on hold reason' field appears, I select a choice, save the incident, now I change on hold state back to 'in progress' and save the incident. Now I change the state to 'On hold' and it should reset to 'none' as a choice, but it displays the previous selection instead. I've tried this with IE and Firefox - same results.

Any idea how I can fix it so that when changing back to 'on hold, the drop-down starts with None?

Thank you.

[brianbeauchamp · Accepted solution]

ronaldmoeller,

You can create an on update Business Rule to clear this value when the state changes from On hold.

When to run:

State  -- changes

AND

Change is not: On Hold

Actions tab:

Set value of On Hold Reason to blank

[maryklein]

I do not have the value of blank for my value field. If I set it to --None-- it doesn't work. Am I missing something? 

I'm on Jakarta. When To Run filter conditions are as you defined above.

Thank you, Mary

[Ronald_T]

Thanks Brian

[kks]

Hi Ronald/ Brian,

  Can we make this work with out saving the record. I mean without saving the changes. Say, I have selected On Hold. Selected the On Hold Reason from the list and saved. Again,  changing the state to In Progress and again moved the state to On Hold with out saving. My On Hold reason should clear the previous choice selected.

In other words, when the state is moved out of On Hold, On Hold reason should be set to none or clear. The above BR won't work in my case. Any suggestions would be helpful.