Each incident is subject to the aging incident process outlined in WiscIT - Aging incidents process overview unless they are set to a a long-term pending status. A long-term pending status is a pending status paired with one of the following pending reasons:

• On hold
• Scheduled
• Waiting for vendor
• Linked to Problem

Note: The second set of pending reasons listed below are most commonly used by the repair group in the helpdesk.

• Waiting for parts
• At depot
• Customer pickup
• Delivery requested

To set an incident to an exempt status, open the incident and use the links in the I Want To: section.

Note: Pending incidents with pending reasons not listed here are still subject to the aging incidents process. This means incidents set to Pending - Waiting for Customer will resolve due to inactivity.