The Analysts need to specify a Pending Reason when they change the status of a Service Request (SR) to Pending. You can define the Pending Reasons for SRs under a Tenant based on the organization’s requirements.
To configure Pending Reasons:
- Select Request > Configuration > Service Request Masters > Pending Reason.
- On the PENDING REASON page, click ADD NEW on the ACTIONS panel.
- Select the Tenant and type in the Pending Reason in the Pending Reason Name text box. 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. If you are configuring Pending Reasons for a Tenant for the first time, COPY RECORDS FROM INCIDENT MANAGEMENT icon is present on the ACTIONS panel to copy the records from Incident Management module (see: Copying Data from Incident Management).
- Click SUBMIT. A new Pending Reason is configured.
Figure: PENDING REASON page
ACTIONS
This section explains all the icons displayed on the ACTIONS 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 page: List of pending reasons
- 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 Reasons are displayed under the LIST table, the button ADD NEW and IMPORT are displayed on the ACTIONS panel.
- Click ADD NEW to configure a new Pending Reasons.
- Click IMPORT to update or create multiple Pending Reasons, importing the Master Excel template. Upon clicking IMPORT, you will be redirected to the EXCEL MASTERS IMPORT page, where you can download the excel template and fill the required data to update in the PENDING REASON page. For more information see Importing Master Template in SummitAI Platform.