Manage Pending Reason

View, edit, filter, and update the configured Pending Reasons for Service Requests to enhance customer satisfaction and operational efficiency. This includes regularly reviewing and updating Pending Reasons, prioritizing tasks based on Urgency and Impact, and fostering clear communication among team members.

View

You can view the list of configured Pending Reasons for Service Requests using following options:

• Grid
• Filters
• Search

To view the list of configured Pending Reasons and view any specific Pending Reason, perform the following steps:

1. Click Service Management.
2. Click Settings > Design Studio.
   Figure: Select Design Studio
3. Select Module > Service Request > Configurations > SR Masters > Pending Reason.
4. The Pending Reason list page is displayed. A sample screenshot is shown below:
   Figure: List Page - Grid, Filters, Search
   A specific list of Pending Reasons can be viewed based on applied filters or search criteria.
5. Click icon to view the details of the configured Pending Reason. (Refer the below sample screenshot)
   Figure: View Pending Reason details
6. The Pending Reason details page is displayed. Click Cancel to close the details page and return to the Pending Reason list page.
   Figure: Pending Reason details page
7. Click icon on the Pending Reason ID list page to view the Pending Reason in a new tab or in a new window.
   Figure: Open Pending Reason
8. The Pending Reason details page is displayed. Click Reset to clear all the filed in details. Click Cancel to exit the process and go back to the list page without making any changes. Click Save to save the updated information on the Pending Reason details page.
   Figure: Pending Reason details page

Grid

Manage how you want to view the list of configured Pending Reasons using two different views.
Figure: Grid and list view

To view the configured Pending Reasons list page in different views, perform the following steps. 

1. On the Pending Reason list page, click Grid icon on the top right corner just above the list of forms. It displays all configured Pending Reasons for SRs in a grid view. The information for an individual form is displayed in tabular form.
   
2. On the Pending Reason list page, click List icon on the top right corner just above the list of forms. It displays all configured Pending Reasons for SRs in a list view.

Filters

You have the provision to apply filters on all of the columns or on an individual column. This functionality allows you to control the exclusion or inclusion of specific data as per your requirement. You can focus on the required data with better analyzation. You can apply filters on individual columns as well as per your requirement.

To apply filters on individual columns, perform the following steps:

1. On the list page, click the filter associated with individual column to sort the details in the column as per the requirement. A sample screenshot is shown below:
   Figure: Filters - Individual Column
   
   
2.  Specify the filter criteria based on your requirement. A sample screenshot is shown below:
   Figure: Filters - popup
   
   
3. Click the Filter icon to view the following filter options. Select the Match All or Match Any option from the list to filter the data based on the condition selected. The Match All option is selected, by default.
   
   
4. Select the option to compare the data based on the conditions. Available options are as follows:
5. • Starts With
   • Contains
   • Not contains
   • Ends with
   • Equals
   • Not equals
   • Less than
   • Less than or equal to
   • Greater than
   • Greater than or equal to
   • Date is 
   • Date is not
   • Date is before
   • Date is after
   • Active
   • Not Active
     Note

     The following filter options are available for numeric column values:

     • Less than
     • Less than or equal to
     • Greater than
     • Greater than or equal to

     The following filter options are available for date column values:

     • Date is 
     • Date is not
     • Date is before
     • Date is after

     The following filter options are available for toggle switch Active:

     • Active
     • Not Active 
6. You can click Clear to clear the configured filter and click Apply to set the filter condition.

You can change which columns will appear in which order on the Pending Reason list page by clicking icon.
Figure: Show columns

Drag the column up and down as per the requirement to reorder the display of columns.
Figure: Sort columns

Add or remove the columns to be displayed on the Pending Reason list page by clicking on the checkbox next to the columns. (Refer the below sample screenshot)
Figure: Add columns - list page

Click Save to save the new view of columns for the Pending Reason list page. Click Cancel to revert all the changes made and close the pop-up. Click Clear All to remove all the applied column view settings.

Search

The Search function enables you to search the configured Pending Reason. You can click the search icon and type the specific Pending Reason ID or the description for the Pending Reason which you want to search. The application displays the result in the result section for the typed Pending Reason. A sample screenshot is shown below:
Figure: Search Pending Reason

Click X (close icon) to clear the searched criteria entered.

Edit

The edit Pending Reason(s) enables you to edit configured Pending Reason details based on the requirement.

To edit Pending Reason(s) details, perform the following steps:

1. Navigate to Service Management > Select the role as Administrator.
2. Select Module > Service Request > Configurations > SR Masters > Pending Reason. The Pending Reason list page is displayed.
   
3. Click the ID hyperlink of the Pending Reason to view and edit the configured Pending Reason for the Service Request.
   Figure: Pending Reason ID Details page
   
   
4. Edit the required details of the form. Refer the below table to know about the fields present in the Pending Reason ID page and their descriptions:

   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.
   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. This field becomes a mandatory field after you select the Tenant.
   Description	Specify a brief description about the Pending Reason. This provides the necessary context to accurately apply the Pending Reason to a Service Request.
   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.
   
5. Click Save to save the updated details in the Pending Reason ID page. 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.
6. Click onicon to view the Change History associated with the particular Pending Reason. To know more about Change History, refer to Change History.

Export

Export the current page of the list page or all the pages from the list page of Pending Reasons by clicking icon.
Figure: Export

Once you clickicon, the following options are displayed. Click Export Current Page to export the data displayed in the current page. Click Export All to export data of all the configured Pending Reasons for SRs.
Figure: Export current or all page