Overview

Driving smooth Problem Resolution with Pending Reasons!

Pending Reason is a predefined code that indicates why a particular Problem Record is pending. When a Problem Record is created, it may need to be put on hold for various reasons, such as awaiting approval, awaiting additional information, or awaiting resources. This provides transparency into the status of the Problem Record and enables to take the right action swiftly. When an Analyst changes the status of a Problem Record to Pending, the Analysts need to specify a Pending Reason.

User Persona: Administrator

Configure Pending Reason

Configure the Pending Reason for a standardized way to categorize the specific reasons for delays or hold-ups in Problem Record resolution. Pending Reason with the right details helps to understand why certain actions are pending, reducing confusion and facilitating better communication.

To configure Pending Reason, perform the following steps:

1. Navigate to Design Studio > Select Module > Problem Management > Configurations > Problem Masters > Pending Reason. The Pending Reason list page is displayed.
   Figure: Pending Reason list page
   
2. Click New to configure a new Pending Reason. The Pending Reason ID page is displayed where you configure a Pending Reason for a tenant by specifying the name of Pending Reason, description, and other details.
   Figure: Pending Reason ID screen
   
3. Enter the required details in the Pending Reason ID page as described in the following table.
   

   Field	Description
   Department*	Select the department from the dropdown menu for which you want to configure the Pending Reason. This is a mandatory field.
   Description	Mention a brief description about the Pending Reason. This description may include additional information justifying why the Problem Record is in Pending state. This field serves as a way to document the specific circumstances that led to the Problem Record being put on hold or awaiting further action.
   Pending Reason	Specify a justification for why the Problem Record is currently in Pending state. include information that clarifies why a problem is temporarily on hold or pending further action. Clearly state the specific reason or reasons why the Problem Record is in a pending state. This could be due to awaiting additional information, dependencies on other tasks or teams, resource constraints, or any other relevant factors.
   Sort Order	Select the sort order in which the Pending Reasons are displayed or listed within the ITSM system when Analysts are selecting or viewing them.
   Default	Select the check box to display the Pending Reason for the selected department, by default.
   Active	Select the check box to make the Pending Reason available on the other pages of the application.

   An asterisk (*) represents a mandatory field.

4. Click Save to configure the new Pending Reason. Click Reset to clear all the inputs in the Pending Reason ID details screen. If you do not want to save the details and configure the Closure Code, click Cancel.