Configuring Pending Reason for Incident Management

Pending Reason Master Configuration in Global Tenant

An option to have Pending Reason Master Configuration in Global Tenant to allow the creation of Configurations in Global Tenant which can be inherited by all the Local Tenants has been newly added.

The Analysts need to specify a Pending Reason when they change the status of an Incident to Pending. The status Pending means that some information or response is required from the End User to further investigate the Incident. You can define the Pending Reasons for Incidents for a Tenant based on the organization’s requirements.

You can perform the following functions in Pending Reason Configuration in Global Tenant:

• Create Configurations in the Global Tenant.
• View Configurations in Global & Local Tenant.
• Editing Configurations of a Global value in all the Local tenants.
• Localization of Global value by delinking it in the Local tenant.

Configure Pending Reason for Global Tenant 

To add a Pending Reason in the Global Tenant, perform the following steps:

1. Navigate to Incident > Configuration > Incident Masters > Pending Reason.
   The Pending Reason List page is displayed.
   
   
2. Select the Tenant as GLOBAL TENANT > In the ACTIONS Panel, click ADD
   The Pending Reason Details page is displayed.
   
   
   Figure: Pending Reason Details Page
   
   

3. Enter the Details and click Some of the fields are explained in the following table.
   
   

   Field	Description
   DETAILS
   Pending Reason Name*	Enter the Pending Reason Name.
   Active	If you select the Active check box, the Pending Reason becomes an available option on the other pages of the application.

Viewing Configurations 

To view a configured Global value inherited to the Global Tenant, perform the following steps:

1. Navigate to Incident > Configuration > Incident Masters > Pending Reason.
2. Select Tenant Global Tenant > In the ACTIONS Panel, click SHOW LIST.
   The Pending Reason List Page is displayed in Global Tenant.
   
   
   
   
3. Click the ID of the Pending Reason Name to view the Details.
   
   
   

   Figure: Pending Reason Details in Global Tenant.
   
   

   Note

   Since this is in Global Tenant, all the values should be configurable.

To view a configured Global value inherited to the Local Tenant, perform the following steps:

1. Navigate to Incident > Configuration > Incident Masters > Pending Reason.
2. Select a Local Tenant > In the ACTIONS Panel, click SHOW LIST.
   The Configured Pending Reason will be represented by a Globe Icon next to It.
   
   
   Figure: Global Icon next to Configured Pending Reason. 
   
   

3. In the List page, you can view the value configured at the Global tenant being inherited to the Local tenant.
   
   

   Note

   • As this is a Global Tenant configuration only few fields are editable. The changes made to the editable fields on this page are saved only for the selected Tenant. If any changes are made to the editable fields at the Global Tenant level, the changes made on this page are not overwritten.

   • All the configurations in the Global tenant are inherited to the Local tenant.

   • The ID of the Local value will not be same as the Global value. In the backend a copy of the copy value will be created for every Local tenant. These values will carry a reference to the Global value.

Editing configured Global value in Global Tenant 

To edit Pending Reason Name properties in Global Tenant, perform the following steps:

1. Navigate to Incident > Configuration > Incident Masters > Pending Reason.
   The Pending Reason List page is displayed.
   
   
2. Select the Tenant as GLOBAL TENANT.
   Click the ID of the Pending Reason.
   
   
   

   Figure: Edit Pending Reason Details.
   
   

3. Edit properties of the selected Pending Reason > Click SUBMIT. 
   
   
4. Once the changes are saved, click SHOW LIST to see the edited value.
   
   
   

   Figure: Pending Reason Edited in Global Tenant.

To view whether the changes have inherited to Local tenant, follow the below steps:

1. Navigate to Incident > Configuration > Incident Masters > Pending Reason.
   
   
2. Select any Local Tenant.
   The Pending Reason List is displayed, where you can find the edited Global configuration value.
   
   
   Figure: Edited Global value changes in Local Tenant.

Delink Global Pending Reason value 

The Delink option is provided in the Actions panel when there is a Global value configuration in details page of a Local tenant. You can Delink a Global value configuration in Local Tenant to make changes to any properties that were earlier restricted as they were a Global value configuration.

To Delink a Global Pending Reason value, perform the following steps:

1. Navigate to Incident > Configuration > Incident Masters > Pending Reason.
   
   
2. Select the desired Local Tenant.
   The Pending Reason List page is displayed.
   
   
3. Click on the ID of the Pending Reason value to be Delinked.
   
   
   
   
4. In the ACTIONS Panel, Click the De-link
   

   The Details will become configurable.
   
   
   
   

   Note
   
   All the properties of the configuration will be configurable upon clicking the De-link option and you will get a prompt, “By delinking the values, Global value will be converted to Local, post clicking on the Submit button.”

5. Click SUBMIT and then click OK to Save the details.
   
   

After the details have been saved, click SHOW LIST to view the Delinked Configuration.

• The Delinked Configuration will be replaced by a De-link Icon to signify that the configuration has been converted to Local value.

• When you hover onto the icon you can view the tooltip as ‘Global value converted to Local value.’

• A Global value once Delinked cannot be Re-linked.