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. 

[Rakesh_M]

Hi @nitinku ,
A before business rules[Clear On Hold Reason] clears the on hold reason value when state is not on hold.

[GlideFather]

please @Rakesh_M be careful ☝️ the trigger has 2 conditions:

• State is NOT On Hold (as you said)
• On Hold Reason is not empty (missing in your post)

The BR is triggered only when relevant, with your condition it would be triggered ALWAYS unless On Hold (New, In Progress, Resolve, ...) 

[Rakesh_M]

Hello @GlideFather ,

You are right, I was giving a general explanation of what clears the field and did not include the complete trigger conditions. Thanks for pointing out the additional condition. I will make sure to be more specific in future community posts.