Status of investigation records

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

If you change the status of a global investigation, the status of all related tickets is automatically changed.

NEW

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

QUEUED

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

• It does not have child activities.
• It does not have labor transactions.
• It is not related to other records.
• It does not have workflow history.
• It does not have work log entries.

INPROG

Work on the investigation is in progress.

PENDING

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

RESOLVED

Information is gathered and routed, service is restored, or a solution is provided. The status of the investigation activities is also updated. You can reopen an investigation by changing its status from RESOLVED to INPROG.

CLOSE

The investigation is finalized. The status of each related child activity is also updated. Inventory reservations for unused items are removed. After the record is closed, you cannot change the status. After you cancel an investigation, it becomes a history record and you can change it only by selecting Edit History Investigation from the More Actions menu.