Incident states

An incident assumes different states as it is processed toward resolution and closure. In the Incidents page you can filter incident by state.

The following table describes the different incident states in order of a typical workflow.

Table 1. Incident states
Incident state	Description
Unassigned	New incidents are automatically given the Unassigned state.
Assigned	Once an incident is assigned to an individual user or to a group, it is automatically moved to the Assigned state.
Escalated	The incident is automatically moved to the Escalated state when another user is notified about it. Note: The notification capability and associated Escalated state are not available in the current release, and will be made available in an upcoming release.
In progress	To move the incident to the In progress state, click the In progress button in the Resolution view.
On hold	Only In progress incidents can be placed on hold. To move an In progress incident to the On hold state, click the On hold button in the Resolution view.
Resolved	To move the incident to the Resolved state, click the Resolve button in the Resolution view. The incident stays in the Resolved for 120 seconds. If during that time period alerts are received that correlate with the incident, then the incident remains open and is moved back to the state it was in before the Resolve action. Otherwise the incident is moved to the Closed state and is removed from all incident lists.
Closed	Closed incidents are no longer actionable and do not appear in any incident list.