Service Manager
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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