Record StatusesRecord StatusesThe status of a problem changes as it moves toward completion. The following information describes the default statuses for problems. Your system administrator might have added, removed, or changed the names of these supplied statuses.
NEW — You create or insert a problem. You cannot revert to this status after you change it.
QUEUED — Problem 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 help, respectively.
INPROG — In progress. Someone is working on this problem. The first time a problem reaches this status, the system populates the Actual Start field, if it is empty.
PENDING — A problem is pending an external 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 a problem reaches this status, the system populates the Actual Finish field, if it is empty. If needed, you can reopen a problem and change the status from RESOLVED to INPROG (in progress).
CLOSE — Closed. Problem 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.