Status Types
The following table lists the status types an incident can be assigned.
| Open |
The incident is being actively investigated for resolution. The time during which an incident is open is deducted from the maximum resolution time for the incident's priority level.
Note: The maximum resolution time is set on the incident group's Service Level Agreements tab - see Service Level Agreements Tab). Group or System Administrator can change the SLA settings. Each incident adheres to the SLA settings that were in effect when that incident was created.
When the elapsed open time exceeds the priority's maximum resolution time, the incident is considered overdue. |
| Pending | Investigation of the incident has been temporarily suspended, usually because the investigator is waiting for information. The time during which an incident is pending is not deducted from the maximum resolution time for the incident's priority level. |
| Resolved | The incident has been resolved. An incident can be created and submitted as resolved. This typically occurs when the incident is resolved during the initial investigation. Depending on configuration, this status might require entering a Resolution Note. |