Status Types
The following table lists the status types an incident can be assigned.
| Open |
The incident is under investigation. The elapsed time an incident is open is deducted
from the maximum resolution time for the incident's priority
level. When that occurs, the incident is considered
overdue.
Note: The maximum resolution time is set on the
incident group's Service Level
Agreements tab - see Setting Up Service Level Agreements). Group or System
Administrators can change the SLA settings. Each incident
adheres to the SLA settings that were in effect when that
incident was created. |
| Pending | Investigation of the incident has been temporarily suspended, usually because the investigator is waiting for information. The elapsed time 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 the Workflow settings, a Resolution Note may be required before the incident status can be changed to Resolved. |