ServiceNow CIS-ITSM free question 2 / 10 · Domain 1: Incident Management
An agent changes an incident State to On Hold and selects Awaiting Caller as the On hold reason. Which field becomes mandatory?
- Resolution code
- Work notes
- Configuration item
- Additional comments
Show the answer and explanation
Answer: D
Why this is correct
The life cycle page states that if the On hold reason is Awaiting Caller, the Additional comments becomes mandatory. The point is to make the agent tell the caller what is needed, in a field that the caller can see: all users who can view the incident see Additional comments.
Why the other options are wrong
"Work notes" … Work notes record how the incident is being resolved for the people working on it. The caller does not see them, so the request would not reach the person the team is waiting for.
"Resolution code" … Resolution code categorizes resolved cases. The incident is waiting, not resolved, so the code is not required here.
"Configuration item" … Configuration item is the affected CI, filled in while the incident is logged and investigated. It is not linked to the On hold reason.
Key point
When the caller updates the incident, the On hold reason is cleared, the state changes to In Progress, and an email notification is sent to the Assigned to user and to the Watch list. In Service Operations Workspace, saving an incident as On Hold opens a Record update window that asks for the On hold reason and Additional comments.
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