Updating Pending Status for the Problem Records
- Enterprise IT
Feature released in SummitAI IT Service Management (Denali SP1, Problem Management)
What's New?
Now, the Administrator can configure pending reasons for the particular Tenant. The Analysts can change the Status of the PR from RCA Reviewed to Pending and specify the Pending Reason when additional information or response is required from the RCA Reviewer for further investigation of the PR.
Business Benefits
Now, the SLA is paused on the PROBLEM RECORD page when PR status is Pending, and the Analyst should select the configured Pending Reason. The SLA will reset when PR status is changed from Pending to other Status. Hence, the SLA is managed efficiently.
Note:
An Analyst can select PR Status as Pending only when PR Status is RCA Reviewed.
UI Changes
UI changes are made on the following pages:
Problem Management module
A new menu item, Pending Reason is added under the Configuration section of the Problem Management module. For more information on Pending Reason configuration, see Configuration.
Figure: Problem module - New configuration
Figure: PENDING REASON page
Figure: PENDING REASON LIST page
PROBLEM RECORD page
A new Pending field is added in the Status field on the PROBLEM RECORD page. When PR Status is changed from RCA Reviewed to Pending, a new mandatory field, Pending Reason is populated where the Analysts can select the applicable pending reason for the PR.
Figure: PROBLEM RECORD page
PROBLEM RECORD LIST page
The Pending Reason column is displayed on PROBLEM RECORD LIST page when the Pending Reason column is configured on the CONFIGURE COLUMN pop-up page. Now, the Analyst can view the Pending Reason for the particular PR without navigating to the PR details page.
Figure: PROBLEM RECORD LIST page
FILTERS pop-up page
A new filter criteria Pending Reason is added on the FILTERS pop-up page. The Analysts can filter PRs based on Pending Reason criteria on the PROBLEM RECORD LIST page.
Figure: FILTERS pop-up page
CONFIGURE COLUMNS pop-up page
The Pending Reason column is added on the CONFIGURE COLUMN pop-up page. The Analysts can now configure the columns to display the Pending Reasons on the PROBLEM RECORD LIST page.
Figure: CONFIGURE COLUMNS pop-up page
Configuration
The Administrator must configure the Pending Reasons for the particular Tenant on the PENDING REASON page (Problem > Configuration > Pending Reason). For more information on Pending Reason Configuration, see Configuring Pending Reason.