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Incident State Transitions Reference
Administrators can create additional statuses to meet the business needs of your organization.
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From State |
To State |
When ... |
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Logged |
Active |
The incident is submitted from the Self-Service Portal or from an email in a logged state and is set to active when the Service Desk Analyst opens and saves the incident. |
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Active |
Waiting for Customer |
Information is needed from the customer, based on the service desk analysis. |
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Waiting for 3rd Party |
A vendor is assigned to the incident. |
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Waiting for Resolution |
Incident identified as a problem. |
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Resolved |
The incident is resolved; typically a first-call resolution. |
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Waiting for Customer |
Waiting for 3rd Party |
The vendor is assigned the incident based on additional information from the customer. |
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Waiting for Resolution |
Additional information from the customer identifies the incident as a problem. |
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Resolved |
Additional information from the customer resolved the incident. |
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Waiting for 3rd Party |
Waiting for Customer |
Information is needed from the customer, based on the analysis of the vendor. |
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Waiting for Resolution |
The vendor identifies the incident as a problem. |
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Resolved |
The vendor resolves the incident. |
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Waiting for Resolution |
Resolved |
The problem is resolved. |
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Resolved |
Closed |
The resolution is successful. |
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