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Incident State Transitions Reference

Administrators can create additional statuses to meet the business needs of your organization.

From State

To State

When ...

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.

Active

Waiting for Customer

Information is needed from the customer, based on the service desk analysis.

Waiting for 3rd Party

A vendor is assigned to the incident.

Waiting for Resolution

Incident identified as a problem.

Resolved

The incident is resolved; typically a first-call resolution.

Waiting for Customer

Waiting for 3rd Party

The vendor is assigned the incident based on additional information from the customer.

Waiting for Resolution

Additional information from the customer identifies the incident as a problem.

Resolved

Additional information from the customer resolved the incident.

Waiting for 3rd Party

Waiting for Customer

Information is needed from the customer, based on the analysis of the vendor.

Waiting for Resolution

The vendor identifies the incident as a problem.

Resolved

The vendor resolves the incident.

Waiting for Resolution

Resolved

The problem is resolved.

Resolved

Closed

The resolution is successful.


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