Changing status to Pending

If a specialist cannot find a root cause of a problem investigation, or if the Change Management process rejects the known error, the problem investigation is at an impasse and cannot be resolved. If this situation occurs, update the known error and the problem investigation records to indicate this situation. You should set the status of the incident to Pending. The procedures differ considerably from BMC Remedy ITSM Service Desk than from the BMC Remedy ITSM - Mobility: Service Desk mobile application; however, the concept and use cases for understanding when a problem investigation should be changed to the Pending status are the same.

To change the status of an incident to Pending

1. Tap an incident request record that has a status of Assigned or In Progress.
    The record is displayed and the Actions button appears above the details pane.
2. Tap Actions.
3. Tap Enter Pending.
4. Select the appropriate status reason.
    For definitions of the status reasons, see Incident-status-reason-definitions.
5. Tap Done.
6. Tap Submit Changes.
    The status of the incident is set to Pending.

To change the status of a Pending incident

1. Tap the Pending incident.
    The record is displayed and the Actions button appears above the details pane.
2. Tap Actions and choose any of the following options:
   • Tap Resume to change the status of the incident back to In Progress.
   • Tap Resolve. See Resolving-and-closing-incidents.
   • Tap Cancel to change the status of the incident to Cancelled.
3. Tap Submit Changes.
    The status of the incident changes to the status that you chose.