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- 04 Apr 2024
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Overview
- Updated on 04 Apr 2024
- 1 Minute to read
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What is a Pending Reason?
In IT Service Management (ITSM), specifically in the context of Change Management, Pending Reason typically refers to the rationale or justification for delaying the implementation of a proposed change. When a change request is submitted, it undergoes a series of assessments and approvals before it is implemented. However, in some cases, the change implementation might be delayed for various reasons, and documenting the Pending Reason helps provide transparency and accountability in the change management process.
Let's explore the following use case.
User Persona: Analyst | Solution |
| NovaTech receives a change request to upgrade the software version of a critical business application used by multiple departments within the organization. | During the initial assessment, the change manager (Analyst) realizes that the proposed upgrade involves significant changes to the application's database structure. The change manager also identifies a potential risk of data loss during the upgrade process. The change manager documents the "Pending Reason" as "Risk of Data Loss during Software Upgrade." |
Configure Pending Reason
To Configure a Priority Matrix, perform the following steps:
1. Navigate to Design Studio > Select Module > Configuration > Change Masters > Pending Reason. The Pending Reason List page is displayed.
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Figure: Pending Reason List Page
2. To configure a Pending Reason, click New. The Pending Reason Detail page is displayed.
Figure: Priority Matrix Configuration page.
3. Enter the required details as described in the following table and click Save.
| Field | Description |
|---|---|
| Tenant* | Select the Tenant from the list. This is a mandatory field. |
| Pending Reason | Provide a justification or reason for why the change request is in pending state. |
| Description | Provide a brief description for why the change request is in pending state. |
| 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 PIR Reviewer ID for the selected Tenant, by default. |
| Active | Select the check box to make the PIR Reviewer ID available on the other pages of the application. |
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