On hold state and reason awaiting caller not firing

[CarolMa6]

Hi, 

I need assistance, for some reason when an incident is placed on hold with reason awaiting caller. Nothing happens at all. The business rule is there OOB no changes have been made. I created another business rule to make sure, see below screenshot.  Anyone experienced the same issue how did you resolve it? 

 and then the OOB 

Regards, 

[Dr Atul G- LNG]

As far as i know, when State Onhold, sub reason awaiting caller, the customer visible become mandatory.

[Dr Atul G- LNG]

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0789158

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0564465

[Sandeep Rajput]

@CarolMa6 Could you please check if there is any custom BR on the incident table which uses current.setWorkflow(false); this can prevent other BRs from triggering.

[Tanushree Maiti]

Hi @CarolMa6 

Same Custom BR ( with additional condition) we have in our instance and its working fine.

I guess you have other set up like other BR, Script include which is contradicting. Check it.