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Problem State Transitions Reference

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

From State

To State

When ...

Logged

The problem is initially submitted.

Logged

Investigation

The assigned owner has started investigating the problem.

Logged

Canceled

The Problem Manager cancels the logged problem.

Investigation

Identified

The investigation has been completed and remedial measures or a workaround has been identified.

Investigation

Canceled

The Problem Manager cancels the problem under investigation.

Identified

Active

The problem is identified as a new problem and is ready to be worked on.

Identified

Canceled

The Problem Manager cancels the problem.

Active

Waiting for 3rd party

The fix for the problem is due from a vendor.

Active

Waiting for resource

The fix for the problem is on hold, pending a replacement item or an individual or team to perform certain actions.

Active

Canceled

The Problem Manager cancels the problem.

Waiting for 3rd party

Waiting for resource

The third party, when asked to perform certain services, might need a replacement item or an individual or team to perform certain actions.

Waiting for resource

Waiting for 3rd party

The resource becomes available and the third party completes the purchase or installation, as might be needed.

Waiting for 3rd party

Resolved

The action from the third party completes the fix.

Waiting for resource

Resolved

The allocated resource is commissioned and completes the fix.

Active

Resolved

The immediate solution is identified and communicated from a diagnosis.

Resolved

Closed

The fix is verified and the problem is closed, or the problem is auto-closed from another module, such as Release Management or CMDB, irrespective of the current state of the problem.


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