question How to add an "On-Hold" button in the Problem Ticket screen to pause SLA? in Virtual Agent forum

How to add an "On-Hold" button in the Problem Ticket screen to pause SLA?

surajchacherkar — Mon, 06 Oct 2025 09:10:18 GMT

Hi All,

we have a requirement to add a "Pending/On-Hold" button in the Problem Ticket screen. The purpose is to pause the SLA when the root cause analysis depends solely on a third-party vendor.

Additionally, this button should be visible only to the member of Incident Manager team.

Has anyone implemented something similar or can guide how to achieve this?

Thanks in advance!

Re: How to add an "On-Hold" button in the Problem Ticket screen to pause SLA?

Ankur Bawiskar — Mon, 06 Oct 2025 09:19:11 GMT

@surajchacherkar

so it should be a UI action, you need to do this

1) ensure you add proper condition for visibility

gs.getUser().isMemberOf('Incident Manager')

2) Script

-> set the state to Pending and update

3) Ensure your add Pause condition in your SLA to pause it when State moves to Pending State

what did you start and where are you stuck?

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: How to add an "On-Hold" button in the Problem Ticket screen to pause SLA?

miftikhar20 — Mon, 06 Oct 2025 09:22:26 GMT

Hi @surajchacherkar,

You can check out this detailed discussion on the ServiceNow Community - it covers a similar use case about pausing SLAs and might help you design your solution:
Solved: Pause in SLA - ServiceNow Community

In your case, to implement the "Pending/On-Hold" button with role-based visibility and SLA pausing logic, you'd typically do the following:

UI Action: Create a new UI Action (button) on the Problem form.
Condition: Set visibility based on role (e.g., gs.hasRole('incident_manager')).
Script: Add logic to set the Problem ticket to an On Hold state.
SLA Definition: Configure your SLA to pause when the state is set to On Hold.

Thanks & Regards,
Muhammad Iftikhar
If my response helped, please mark it as the accepted solution so others can benefit as well.

Re: How to add an "On-Hold" button in the Problem Ticket screen to pause SLA?

palanikumar — Mon, 06 Oct 2025 09:22:35 GMT

I dont think Problem has Onhold as out of box Choice. You need to first add this choice to the state field

Create a UI Action with script

current.state = "3"; // Replace 3 with the actual value used in your choice

current.update();

In SLA configuration you need to add pause condition with value as state = Onhold

Re: How to add an "On-Hold" button in the Problem Ticket screen to pause SLA?

Ankur Bawiskar — Tue, 07 Oct 2025 03:23:40 GMT

@surajchacherkar

Thank you for marking my response as helpful.

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: How to add an "On-Hold" button in the Problem Ticket screen to pause SLA?

surajchacherkar — Tue, 07 Oct 2025 07:54:39 GMT

Hi @Ankur Bawiskar ,

I’ve created a UI action, but it’s not working as expected. When I click the bottom button, it opens a new Problem record correctly. However, the top button doesn’t respond at all—clicking it does nothing.

Could you please help me troubleshoot this issue or guide me on what might be missing?

Thank you!

Re: How to add an "On-Hold" button in the Problem Ticket screen to pause SLA?

surajchacherkar — Tue, 07 Oct 2025 07:55:26 GMT

Hi @palanikumar , I have follow the same steps which you have mentioned,

Could you please help me troubleshoot this issue or guide me on what might be missing?

Thank you!

Re: How to add an "On-Hold" button in the Problem Ticket screen to pause SLA?

Ankur Bawiskar — Tue, 07 Oct 2025 07:45:52 GMT

@surajchacherkar

Your UI action is client side but script is using current object which is server side

Do these changes

1) Client Checkbox - Unchecked

2) Onclick - remove the function

3) Script - add these 2 lines directly

current.state = 105;

current.update();

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: How to add an "On-Hold" button in the Problem Ticket screen to pause SLA?

surajchacherkar — Tue, 07 Oct 2025 07:56:56 GMT

Hi @palanikumar ,

Could you please help me troubleshoot this issue or guide me on what might be missing?

Thank you!

Re: How to add an "On-Hold" button in the Problem Ticket screen to pause SLA?

surajchacherkar — Tue, 07 Oct 2025 08:02:38 GMT

Hi @Ankur Bawiskar ,

after modifying UI action, I am getting below error

Re: How to add an "On-Hold" button in the Problem Ticket screen to pause SLA?

Ankur Bawiskar — Tue, 07 Oct 2025 08:10:31 GMT

@surajchacherkar

You have State model defined for your problem table

So it's not allowing you to move from State A to State B

You will have to update your state model so that you can achieve your requirement and update is allowed and it allows moving from your current State to On-Hold

If my response helped please mark it correct and close the thread so that it benefits future readers.

Re: How to add an "On-Hold" button in the Problem Ticket screen to pause SLA?

palanikumar — Tue, 07 Oct 2025 09:50:31 GMT

Hi @surajchacherkar ,

I gave script for UI Action without Client checkbox checked.

For this one, you can use this code

function onPendinOnHold(){

g_form.setValue("state","105");

g_form.save();

}