Record StatusesRecord StatusesThe status of an incident changes as it moves toward completion. The following information describes the default statuses for incidents. Your system administrator might have added, removed, or changed the names of these supplied statuses.
NEW You create or insert an incident. You cannot revert to this status after you change it.
QUEUED Incident ownership given 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. For more information, see the Workflow help, or the Service Level Agreements (SP) help, respectively.
INPROG In progress. Someone is working on this incident. The first time an incident reaches this status, the system populates the Actual Start field, if it is empty.
PENDING An incident is pending an action (for example, vendor or user call-back, or waiting for parts).
RESOLVED Resolved. Information has been gathered and routed, service has been restored or a solution has been provided. The first time an incident reaches this status, the system populates the Actual Finish field, if it is empty. If needed, you can reopen an incident and change the status from RESOLVED to INPROG (in progress).
CLOSE Closed. Incident becomes a historical record. When a record is closed, you cannot change the status. You can, however, edit certain parts of the history record.
When the status of a record changes, the system might route it, escalate it, or report it to another party, or change the status of other records. For more information, see the topic Change Status.