Status of incident records

The status of an incident record indicates its position in the processing cycle and the actions that can be done on the record.

NEW

This status is the default status of a new incident. You can delete a record that has this status.

QUEUED

Ownership of the incident is assigned to a person or person group. You can delete a record that has this status if it meets the following criteria:

• It is not associated with other records.
• It does not have workflow history.
• It does not have work log entries.

INPROG

Work on the incident is in progress.

PENDING

The incident is pending an external action, for example, a vendor or user callback or delivery of parts.

WOR

Waiting on review. Someone must inspect the incident and decide what action to take. You can delete a record that has this status if it meets the following criteria:

• It is not associated with other records.
• It does not have workflow history.
• It does not have work log entries.

RESOLVED

Information is gathered and routed, service is restored, or a solution is provided. You can reopen an incident by changing its status from RESOLVED to INPROG.

CLOSE

The incident is finalized. After the record is closed, you cannot change the status. After you cancel an incident, it becomes a history record and you can change it only by selecting Edit History Incident from the More Actions menu.