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

[surajchacherkar]

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!

[Ankur Bawiskar · Accepted solution]

@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.

[Ankur Bawiskar]

@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.

[Ankur Bawiskar]

@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.

[surajchacherkar]

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!

[Ankur Bawiskar]

@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.