The Analysts need to specify a Pending Reason when they change the status of an Incident to Pending. The status Pending means that some information or response is required from the End User to further investigate the Incident. You can define the Pending Reasons for Incidents for a Tenant based on the organization’s requirements.
To configure Pending Reasons, perform the following steps:
Navigate to Incident > Configuration > Incident Masters > Pending Reason.
Select Tenant.
Enter in the Pending Reason in the Pending Reason text box. If you select the Active check box, the Pending Reason becomes an available option in the Pending Reason list on the other pages of the application.
Figure: PENDING REASON pageClick SUBMIT. A new Pending Reason is configured.
ACTIONS
This section explains all the icons displayed on the ACTIONS panel of the PENDING REASON page.
SHOW LIST
Click SHOW LIST to display the LIST table showing all the Pending Reasons configured for the selected Tenant.
Figure: PENDING REASON page: List of Pending Reasons
Pending Reason ID column in the LIST displays the ID associated with every configuration.
To edit a Pending Reason, click the Pending Reason. Make appropriate changes and click SUBMIT.
To display the inactive Pending reasons, click the Include Inactive check box.
Note
When the Pending Reason is displayed in LIST then, ADD NEW and IMPORT actions are displayed in the ACTIONS panel.
Click ADD NEW to configure a new Pending Reason.
Click IMPORT to update or create multiple Pending Reasons, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the PENDING REASON page.