Record Statuses

This section describes the meaning of the different statuses that can be assigned to a ticket (service request, incident, or problem).

The query and KPI descriptions in this section of the information center refer to the status of a ticket (service request, incident, or problem) as new, queued, in progress, pending, resolved, or closed. The following list shows each status as it is listed in the Status field of a ticket (for example, In Progress is displayed for a ticket that is in progress), with a description of what the status means.

• New — The initial status of a ticket after you create it or insert it. You cannot revert to this status after you change it.
• Approved — The ticket has been approved by the administrator responsible.
• Queued — Ticket ownership has been assigned to a person or a group. Ownership assignment can be made manually or might be made automatically via workflow, a service level agreement, or other escalation process.
• In Progress — Someone is working on this ticket. The first time a ticket reaches this status, the system populates the Actual Start field, if it is empty.
• Pending — An action on this ticket is pending (for example, vendor or user call-back, or waiting for parts).
• Resolved — Information has been gathered and routed, service has been restored or a solution has been provided. The first time a ticket reaches this status, the system populates the Actual Finish field, if it is empty.
• Closed — The ticket becomes a historical record. When a record is closed, you cannot change the status or edit any part of the record.