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On hold state and reason awaiting caller not firing

CarolMa6
Tera Expert

3 weeks ago

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? 

 

CarolMa6_0-1783689396041.pngCarolMa6_1-1783689415040.png

CarolMa6_2-1783689431756.png

 and then the OOB 

CarolMa6_3-1783689527994.pngCarolMa6_4-1783689538542.png

Regards, 

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7 REPLIES 7

Sandeep Rajput
Tera Patron
In response to CarolMa6

3 weeks ago

@CarolMa6 Please check the logs and see if any error pops up when you change the state.

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Tanushree Maiti
Tera Patron

3 weeks ago

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.

 

 

 

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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CarolMa6
Tera Expert
In response to Tanushree Maiti

3 weeks ago

@Tanushree Maiti, what should one look out for in the script include. The business rule you have is the OOB one where you added more lines of code? or you created another one? 

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