Pending Reason

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. You can create a configuration in Global Tenant which is inherited from all the Local Tenants. For more information, see Global Tenancy Overview.

You can perform the following functions in Priority Matrix Configuration.

• Configure Pending Reason with Global Tenant

  • View Pending Reason with Global Tenant in Local Tenant

  • Delink Pending Reason

Configure Pending Reason with Global Tenant

You can create a Pending Reason with Global Tenant which is inherited to all the Local Tenants.

To configure the Pending Reason, perform the following steps:

1. Navigate to Request > Configuration > Service Request Masters > Pending Reason.
   
   

2. Select a GLOBAL TENANT from the Tenant list to create a Pending Reason.
   The Pending Reason List page is displayed.
   
   
   Figure: PENDING REASON
   
   
3. On the PENDING REASON page, click ADD NEW on the ACTIONS panel.
   The PENDING REASON DETAILS page is displayed.
   
   
   Figure: PENDING REASON DETAILS page
   
   
4. Enter the name for the new 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.
   
   
5. Click SUBMIT.
   A new Pending Reason is configured.

For more information on Configuring Pending Reason for Service Request, see Configuring Pending Reason

View Pending Reason with Global Tenant in Local Tenant 

You can view the Pending Reason with Global Tenant in Local Tenant. The created Pending Reason displayed with a Globe icon indicating that this Pending Reason inherited from Pending Reason created by Global Tenant.

To view the Global Category configuration in the Local Tenant, perform the following steps: 

1. Navigate to Request > Configuration > Service Request Masters > Pending Reason.
   
   
2. On the PENDING REASON page, select the desired Local Tenant.
   A list of all the configured Pending Reason for the selected Tenant is displayed.
   
   
   Figure: PENDING REASON LIST page

Delink Pending Reason

Delink means detaching connect from the Global configuration. In the PENDING REASON page, you can delink a Pending Reason of Local Tenant from the Global Tenant.

To delink Pending Reason, perform the following steps:

1. Navigate to Request > Configuration > Service Request Masters > Pending Reason.
   
   
2. On the PENDING REASON LIST page, click Pending Reason hyperlink.
   The PENDING REASON DETAILS – GLOBAL CONFIGURATION page displayed.
   
   
   Figure: Figure: PENDING REASON – Delink
   
   
3. Click DE-LINK icon from the ACTIONS panel.
   A message ‘A message 'By delinking Global Config, it will be converted to a Local Config, upon clicking Submit’ displayed on top of screen.
   
   
4. Click SUBMIT.
   The de-linked Pending Reason displayed with de-link icon.