For OnHold reason field when the state is on on hold

[nitinku]

Hi, my question is, I want to know about the out-of-the-box functionality behind the on-hold reason field, like when I select the state "on hold," the on-hold reason populates, but when I put the state again in "work in progress" or any other state, the on-hold reason field disappears from the list view. 

I have attached two pictures. In the first one, the yellow highlight shows a record that contains a value in the "on hold reason" because the state is "on hold," but in the second picture, you can see that the "on hold reason" field is empty in the list view when I change the state in the other. 

So I want to know about the logic behind this. 

Thank you. 

[Ankur Bawiskar]

@nitinku 

are you saying when you change the state the on hold reason field is gone from list view?

I don't think that happens OOTB.

what debugging did you do?

Does the list view remain the same?

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[Tanushree Maiti]

Hi @nitinku 

Check these 2 ui policies

• When the State field changes to On Hold, the UI Policy triggers. It makes the On Hold Reason field visible and sets it as mandatory
• When you change the state back to In Progress - the condition is no longer met. The UI policy reverses its action, hiding the field on the form

[GlideFather]

ahoy @nitinku,

when state is set On Hold, field On Hold Reason is displayed and mandatory to populate. When you select a value, it is displayed both form and list view:

but if you set any other state, On Hold Reason is no longer visible and the value is cleared:

It is cleared by this business rule Clear On Hold Reason 

https://yourinstance.service-now.com/nav_to.do?uri=sys_script.do?sys_id=ac79b245c31b220035ae3f52c1d3ae77

Triggered when:

Action taken - clearing the value in On Hold Reason:

This makes the value empty and unavailable in list view.

[Venky Kshatriy2]

Hi @nitinku 
There is a business rule in the incident table that clears the on-hold reason. Please refer to the image below for your reference.

On Hold State (Use):
 Used when work is temporarily paused due to dependency (waiting for user/vendor/info).

On Hold Reason (Use):
 Captures why the work is paused (e.g., Awaiting user input, Vendor response, Change window).

When to set On Hold:
When you cannot proceed further until something external is completed.

Example:

An incident is raised: “User unable to access application”

• You investigate and find that access depends on a vendor system

Action:

• Set State = On Hold
• Select On Hold Reason = Awaiting Vendor Response

Meaning: Work is paused because you are waiting for the vendor to fix or respond.

Once vendor responds → move it back to Work in Progress and continue.

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