SummitAI Service Management Help

The Analysts need to specify a Pending Reason for changing the status of a Problem Record (PR) to Pending. The Pending status indicates that additional information or response is required from the RCA Reviewer for further investigation of the PR. You can define the Pending Reasons for the Tenant based on the organization’s requirements.

Note:

An Analyst can select PR Status as Pending only when PR Status is RCA Reviewed. The SLA is paused when the Analyst selects the PR Status as Pending.

To configure Pending Reasons:

Select Problem > Configuration > 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 field. 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.
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 LIST page

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 is displayed on the ACTIONS panel. Click ADD NEW to configure a new Pending Reasons.