ServiceNow CIS-ITSM free question 1 / 10 · Domain 1: Incident Management
A service desk agent wants to pause an In Progress incident to wait for more information from the caller. In a base-system instance, what happens when the agent moves the incident to On Hold?
- On Hold is not available, so the incident has to move from In Progress straight to Resolved
- Resolution code becomes mandatory, and the agent has to fill it in before saving the record
- The Assignment group is cleared, and the incident goes back to being unassigned in the group queue
- An On hold reason list appears, and the chosen reason affects what is required and what happens next
Show the answer and explanation
Answer: D
Why this is correct
The state model says that when you select the On Hold option, the On hold reason list appears with Awaiting Caller, Awaiting Change, Awaiting Problem, and Awaiting vendor. The reason matters: if it is Awaiting Caller, Additional comments becomes mandatory, and if the caller then updates the incident, the On hold reason is cleared and the incident returns to In Progress.
Why the other options are wrong
"Resolution code becomes mandatory, and the agent has to fill it in before saving the record" … Resolution code categorizes resolved cases. The incident is not being resolved, so there is nothing to categorize yet.
"On Hold is not available, so the incident has to move from In Progress straight to Resolved" … On Hold is part of the base state model. The documentation even says that an incident can be placed in the On hold state one or more times prior to being closed.
"The Assignment group is cleared, and the incident goes back to being unassigned in the group queue" … The assignment stays as it is. When the caller updates the incident, the notification goes to the user in the Assigned to field, which only works because the incident is still assigned.
How work resumes
When the caller updates the incident, the On hold reason field is cleared, the state changes to In Progress, and an email notification is sent to the Assigned to user and to the users in the Watch list.
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