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Place a change request on hold

Place a change request on hold

You can put a change request on hold when it is not in the New, Canceled, or Closed state.

Before you begin

Roles required: itil, admin, or change manager
The following plugins need to be activated to avail the synchronization of the On Hold functionality between change task and change request:
  • Change Management Best Practice — london [com.snc.best_practice.change.london]
  • Change Management — Core [com.snc.change_management]
  • Change Management — State Model [com.snc.change_management.state_model]

About this task

Change tasks inherit some state conditions from the parent change request they are related to. When a change request is placed on hold, these conditions are applied to it:
  • If the change is waiting for approval, the pending approvals are marked No Longer Required. When the change request is no longer On Hold, the pending approvals are reinstated and are Awaiting approval.
  • The change can progress only to the Canceled state while it is On Hold.
  • If a change request is canceled while it is On Hold, then its On Hold flag is set to false so the change cannot be canceled and still be On Hold.
  • If the change request is set to On Hold, the value of the On Hold field for all the active change tasks for that change request is set to true and the On hold reason is copied from the change request to the change tasks.
  • If you clear the On Hold check box in a change request, the On Hold field for all the active change tasks for that change request is set to false and the On hold reason is cleared from the change tasks.
  • If the change request is canceled, all the active change tasks related to that change request are also canceled.
  • A change request can only be closed when all the active change tasks related to that change request are closed or canceled otherwise a pop-up appears notifying that there are open change tasks that require to be closed.
  • If there are existing change tasks that are manually placed on hold, those change tasks do not get overwritten when the change request is placed to the On Hold state. Similarly, when the change request is taken off the hold state, the change tasks that were placed on hold manually stays in the On Hold state.

Procedure

  1. Navigate to Change > Open.
  2. Open the specific change request.
  3. Select the On Hold check box.
  4. In the On hold reason field, enter the reason for placing the change request on hold.
  5. Click Update.