Overview

Insights into delays: Unveiling Pending Reasons for Efficient Work Orders.

Capturing a pending reason for a work order in an ITSM application is crucial for status tracking, accountability, workflow optimization, performance analysis, and SLA management. It helps IT teams to manage and improve their service delivery processes effectively.

The following graphical representation describes the benefits of configuring Pending Reason for a work order.

User Persona: Administrator

Figure: Benefits of Pending Reason

Why do we use Pending Reason in a work order?

• Delayed Resolution: If there is a delay in resolving an incident or service request due to various reasons (e.g., awaiting required information, waiting for approvals), a pending reason should be recorded.
• Change Management: In change management processes, if a planned change request is on hold or not yet approved, the pending reason should be documented.
• Third-Party Dependencies: If the resolution of a WorkOrder is dependent on a third-party vendor or external entity, the pending reason should be noted.
• Resource Unavailability: If a WorkOrder is pending because required resources (e.g., hardware, software, personnel) are not available, the reason should be captured.
• Waiting for User Action: If a WorkOrder is awaiting a user response or action, the pending reason should be documented.
• Problem Investigation: In the case of problem management, if a work order is pending while the root cause of an issue is being investigated, the reason should be recorded.

Let's configure Pending Reason for a work order, click on the following icon for configuration details:

Configure	Manage