--- title: "Manage Pending Reason" slug: "manage-sr-pending-reason" tags: ["Service Requests", "Manage Pending Reason"] updated: 2025-01-07T12:22:15Z published: 2025-01-07T12:22:15Z canonical: "help.symphonysummitai.com/manage-sr-pending-reason" --- > ## Documentation Index > Fetch the complete documentation index at: https://help.symphonysummitai.com/llms.txt > Use this file to discover all available pages before exploring further. # 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](/summit-platform/docs/manage-closure-code#grid) - [Filters](/summit-platform/docs/manage-closure-code#filters) - [Search](/summit-platform/docs/manage-closure-code#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.** ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1709274912112.png)Figure: Select Design Studio 3. Select **Module** > **Service Request** > **Configurations** > **SR Masters** > **Pending Reason**. 4. The Pending Reason list page is displayed. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703664423026.png)Figure: List Page - Grid, Filters, Search A specific list of Pending Reasons can be viewed based on applied filters or search criteria. 5. Click![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1702457213326.png) icon to view the details of the configured Pending Reason. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703664519865.png)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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703664604958.png)Figure: Pending Reason details page 7. Click ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1702457517419.png) icon on the Pending Reason ID list page to view the Pending Reason in a new tab or in a new window. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703664690295.png)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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703664853019.png)Figure: Pending Reason details page ### Grid Manage how you want to view the list of configured Pending Reasons using two different views. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703664901348.png)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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703665295924.png)Figure: Filters - Individual Column 2. Specify the filter criteria based on your requirement. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703665356060.png)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 ActiveNoteThe 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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703665420343.png)Figure: Show columns Drag the column up and down as per the requirement to reorder the display of columns. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703665475341.png)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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703665541882.png)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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703665639754.png)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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703665999473.png)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 page. If you do not want to save the details and configure the Pending Reason, click **Cancel**. 6. Click on![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1709278839625.png)icon to view the **Change History** associated with the particular Pending Reason. To know more about Change History, refer to [Change History](https://help.symphonysummitai.com/summit-platform/docs/manage-service-request#change-history). **Export** Export the current page of the list page or all the pages from the list page of Pending Reasons by clicking ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703666213611.png)icon. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703666178099.png)Figure: Export Once you click![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703666213611.png)icon, 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. ![](https://cdn.document360.io/62351b42-cfbd-43ad-8ce1-82b8f455337f/Images/Documentation/image-1703666282353.png)Figure: Export current or all page