Onhold state in incident form

p t1 · ‎08-17-2018

When state changes to onhold , onhold reason will be visible in incident form

anyone give me explanation and when we use this states

1)awaiting caller

2)awaiting problem

3)awaiting change

4)awaiting vendor

5)awaiting info

Mark Stanger · ‎08-17-2018

Here you go...

1)awaiting caller - Waiting on a response back from the caller after the technician has requested additional information.

2)awaiting problem - Problem record has been opened from (or associated to) the incident and you're waiting for more information from the problem management process before continuing on.

3)awaiting change - Change record has been opened from (or associated to) the incident and you're waiting for more information from the change management process before continuing on.

4)awaiting vendor - Waiting on information from a vendor assisting with resolution of the incident.

5)awaiting info - Generic 'waiting' state that could be used for anything

View solution in original post

Nithish1 · ‎08-17-2018

HI,

The responsibility for the incident shifts temporarily to another entity to provide further information, evidence, or a resolution. When you select the On Hold option, the On hold reason choice list appears with the following options.

Awaiting Caller: If you select this option, the Additional comments field is mandatory.
Awaiting Change
Awaiting Problem
Awaiting Vendor

Note: An incident can be placed in the On hold state one or more times prior to being closed.

Mark Stanger · ‎08-17-2018

Here you go...

1)awaiting caller - Waiting on a response back from the caller after the technician has requested additional information.

2)awaiting problem - Problem record has been opened from (or associated to) the incident and you're waiting for more information from the problem management process before continuing on.

3)awaiting change - Change record has been opened from (or associated to) the incident and you're waiting for more information from the change management process before continuing on.

4)awaiting vendor - Waiting on information from a vendor assisting with resolution of the incident.

5)awaiting info - Generic 'waiting' state that could be used for anything

Michael Ritchie · ‎08-17-2018

To expand on Mark's explanation, there is automation in place as well depending on the hold reason value. For example if an incident is in the Awating Problem state and the related problem closes, the incident will automatically be resolved. This is done via the "SNC - ITIL - Update Related Incidents" business rule on problem. The same thing happens when awaiting change via SNC - ITIL - Close Related business rule on change_request.

But one important use of these fields is with Service Level Management and the ability to pause the clock while the incident is awaiting information.

Mark Stanger · ‎08-27-2018

Just checking on on this one. Has this question been answered or is there more information I can help you with? If it's been answered, please mark the answer above as the correct one so people know this has been taken care of. Thanks!