On hold reason was not showed while a agent hold a incident

[srinadh kanchar]

Hi Team,

Good day!,

We have noticed a issue today , That is when an agent hold a ticket in ServiceNow the on hold reason should be populate in work notes (As awaiting requester , Pending vendor ...etc) at the same time of holding the ticket. But it is showing after one week . (Ticket put in hold on 19/08 but on hold reason populated on 25/08)  , This is not a repeated issue , It happend only once. 

Here I am attaching a screenshot for reference. Is there any possible reasons for this ? Since it is a one time issue?

Thanks in advance,

Sri

[Harneet Sital]

Hi @srinadh kancharla 

Looks like the on-hold reason was not added when the incident was first updated to on-hold but was updated manually after a week when the next update was to be made, doesn't seem like it would have happened via any job. 

I have seen this happening only once before when our agent changed his default view to 'Self-Service' where the on-hold reason field is not available so he was able to update the reason without adding in the mandatory on-hold reason when he switched back the field came up and was mandatory so filled up reason later. That's the only logical explanation if the field already exists on the form and no additional UI policies, client scripts are making it hidden. 

Hope this helps. 

Thanks
-Harneet Sital
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[srinadh kanchar]

Hi Harneet,

Thanks for the explanation ,

But in our case The on hold reason is mandatory in self -service view also. Here I am attaching a screenshot .

Thanks,

sri

[Harneet Sital · Accepted solution]

Hi Srinadh,

That was the case with ours, but it could be any other view too, like the major incident view or the portal view they may have changed to where the field does not exist. Because that's the only way they would have bypassed filling a mandatory field.

Thanks, Harneet

[srinadh kanchar]

Hi Harneet,

Thank you for the explanation , Yes it is bypassing the on hold reason when we holding the ticket from major incident view.

Thank you so much!!