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

srinadh kanchar · ‎09-14-2022

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 · ‎09-15-2022

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

View solution in original post

Harneet Sital · ‎09-15-2022

Hi @srinadh kancharla

May I please request you to mark the answer as correct so the thread can be closed and would help others with a similar query?

Thanks,
Harneet

srinadh kanchar · ‎09-19-2022

Hi Harneet,

Yes I did,

Thank you for the support