Service Now Request - Requests On Hold Reasons

[Santosh97]

Hi All,

I am trying to update the On Hold Reason to add more options for service requests in ServiceNow. 

The options I want to add is already present in the incident On Hold Reason but not requests. 

I'm new to ServiceNow and was unable to find much on this.

[Dr Atul G- LNG]

Hi @Santosh97 

Where you want to add

RITM or SC Task?

RITM

Create another Field ( It will be customization)

Build relationship let say Reason for Pending dependent on State

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OOTB

Go to Incident

Right click Category -- Configure dictionary or Configure choice. 

Give a try on this and share feedback.

[Santosh97]

Hi @Dr Atul G- LNG ,

What I am looking for is how to add the option to the fulfiller  view of SNow. 

For example I want to put a request on hold for x reason. 

I want to add the reason on that view. 

The on hold reason is present for our Incidents but not for RITM requests. 

So just want to add that to RITM as well. 

Regards,

Santosh

[Dr Atul G- LNG · Accepted solution]

Hi @Santosh97 

Yes, this is my point. As Request table is not extending from Task table, so on this case, you need to create a new column in Req / RITM table and named as Onhold reason and build the UI policy

or 

Better use onhold option on Sc task level as SC task table , so that you can track the task level pending reason,. which is a good use case. 

But it is a good customization