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