Mattermost integration allows for moving to On Hold even without mandatory field

[DHaussermann]

The integration allows users to set an incident to On-Hold without providing the mandatory reason field.

Steps:

• Get a subscription to post about an incident
• Click change status
• Set the Status to On-Hold
• Save
• Return to SN UI
  Observed The status has changed without the mandatory reason

This is the only case I saw of the integration side-stepping business logic but conceivably there could be more when ever we change status based on how Service Now is configured.

[ayusht2810]

@mickmister @DHaussermann @hanzei @m1lt0n
On exploring this issue, I found that the state value linked with On Hold is configurable through the ServiceNow instance. If we update the state value linked with On Hold, the reason field will come up for that particular state.

So what should be the next step we take to resolve the issue?

[ayusht2810]

@DHaussermann @mickmister @hanzei @m1lt0n any updates on this?

[mickmister]

@ayusht2810 Sorry I don't have much context on this. @DHaussermann Any thoughts on this?

[raghavaggarwal2308]

@ayusht2810 Sorry I don't have much context on this. @DHaussermann Any thoughts on this?

@DHaussermann Gentle reminder