Pending request status
Sometimes you’re handed a request that you just can’t take action on. And sometimes you’re blocked waiting on a colleague to get back to you. In both cases, it’s annoying to have those requests mixed in with ones that are actively in flight. Not to mention the fact that your ticket resolution metrics will be inaccurate.
- When a request is set to pending, the time spent in pending state will not factor into average resolution time.
- Requests you set to pending are moved out of your Inbox and into Pending tab.
- Requesters are not sent a notification when a request is put into Pending state.
To mark a request as pending, choose the downward arrow to the right of the Done button. Select Mark as pending.
In this case, Katharine's new computer can't be ordered until Finance completes Budget approvals at the end of the month. To account for this, the request is changed to pending status until Finance has completed process, and this request is unblocked.
Viewing pending requests
When a request is set to pending, it's moved to a separate Pending tab within your folders.
Notice the Open / Pending / Done tabs at the top of the inbox. Use these tabs to view requests by status in:
The All folder
Use the filters at the top of the All folder to sort by ticket status. Select the three lines on the top right of the screen to reveal the filters.
Once you have expanded the filters, look for "Status" and select which ticket status you'd like to view.
By choosing "Pending" only the requests with a "Pending" status will show.