Pending Reason

The Analysts need to specify a Pending Reason for changing the status of a Problem Record (PR) to Pending. The Pending status indicates that additional information or response is required from the RCA Reviewer for further investigation of the PR. You can define the Pending Reasons for the Tenant based on the organization’s requirements.

Note

An Analyst can select PR Status as Pending only when PR Status is RCA Reviewed. The SLA is paused when the Analyst selects the PR Status as Pending.

Configure Pending Reason

To configure Pending Reason, perform the following steps:

1. Navigate to Problem > Configuration > Pending Reason.
   

   Figure: Pending Reason
   

2. Select the required Department.
   

   Figure: Department
   

3. Click Add New or icon.
   

4. Specify the Pending Reason in the Pending Reason field. If you select the Active check box, the Pending Reason becomes an available option in the Pending Reason list on the other pages of the application.
   
   Figure: Pending Reason Details page
   

5. Click Submit. A new Pending Reason is configured.

Actions

This section explains all the icons displayed on the right-side panel of the Pending Reason page.

Show List

Click Show List to display the LIST table showing all the Pending Reasons configured for the selected Tenant.

Figure: Pending Reason List Page

• To edit a Pending Reason, click the Pending Reason. Make appropriate changes and click Submit.

• To display the inactive Pending reasons, click the Include Inactive check box.

Note

When the Pending Reason values are displayed in a list, Add New is displayed on the right-side panel. Click Add New to configure a new Pending Reason value.