Service Manager

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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