Pending for requester information or action

1. Open the incident.

2. Click the "Work Info" tab.

3. From the "Work Info Type" list, select "Customer Communication".

4. Fill out the "Summary" and "Notes" fields.

6. (Optional) You can add an attachment.

7. From the "Locked" list, select Yes or No to lock the log.
Important: If you select Yes, you cannot modify the work log after you save it.

8. From the "View Access" list, select "Public".

(click on the image to see a larger one)

9. Click "Save".

10. From the Process Flow Status area, select "Enter Pending" and choose "Client Action Required".

(click on the image to see a larger one)

11. Click "Save".

An email will be sent to the requester.

Resume from Pending State

Once you want to restart work on an incident that is Pending, select "Resume" from the Proces Flow Status area.

(click on the image to see a larger one)