Overview

Pending Reason is a predefined code that indicates why a particular Service Request (SR) is in pending status. When an SR is created, it may need to be put on hold for various reasons, such as awaiting approval, awaiting additional information, or awaiting resources. Pending Reasons provides transparency into the status of the SR and enables to take the right action swiftly.

Pending Reason is a standardized way of communicating why a SR is on hold and the reason for the delay to all parties involved in the SR's fulfillment. When an Analyst changes the status of a SR to Pending, the Analysts need to specify a Pending Reason.

Configure Pending Reason

Configure the Pending Reason for a standardized way to categorize the specific reasons for delays or hold-ups in SR resolution.

To configure Pending Reason, perform the following steps:

1. Click Service Management.
2. Click Settings > Design Studio.
   Figure: Select Design Studio
3. Navigate to Module > Service Request > Configurations > SR Masters > Pending Reason.
   The Pending Reason list page is displayed.
   Figure: Pending Reason list page
   
   
4.  Click New. The Pending Reason ID page is displayed.
   Figure: Pending Reason ID page
5. Enter the required details as described in the following table.
   

   Field	Description
   Tenant*	Select the tenant for which you want to configure Pending Reason for Service Requests from the dropdown menu. This is a mandatory field.
   Description	Specify a brief description about the Pending Reason. This provides the necessary context to accurately apply the Pending Reason to a Service Request.
   Pending Reason Name*	Enter the name of the Pending Reason. This name should be clear, concise, and to the point. This will help the Analysts in better reporting, analysis, and decision-making.
   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 Tenant, by default.
   Active	Select the check box to make the Pending Reason available on the other pages of the application.

   An asterisk (*) represents mandatory field.
   
6. Click Save to configure the new Pending Reason. Click Reset to clear all the inputs in the Pending Reason ID screen. If you do not want to save the details and configure the Pending Reason, click Cancel.