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.
If this response addressed your question, please mark it as Helpful and accept it as the solution.
Hi @nitinku ,
When you change the state to On Hold, then the following ui policy will run, which makes the on hold reason field Visible and Manadatory.
If you select the on hold reason as "Awaiting Caller" then the follwoing ui policy will run, which makes the Additional comments manadatory.
If you change the state from On Hold to any other state and Save/Update the Record. Then the following Business rule will run which makes the on hold reason empty.
“If this response helped resolve your confusion, please mark it as Helpful and Accept it as the solution.”
