The status of an incident is its current state in CA Clarity PPM. When you first log an incident, the status of the incident is "New." As an incident is worked on, the status of the incident changes. Use the Status field to alter its state.
The following is a list of values you can set for the status of an incident:
The incident is new and has not been reviewed and resolved.
The incident is open and a resource has been assigned (Assigned To field).
The incident is open and the IT worker is working on the incident.
The incident is open but requires a higher-level authority to invest resources.
The incident is open but the IT worker is waiting on information in order to resolve the incident.
The incident is no longer open. Either the IT worker cannot reproduce the incident, the requestor did not supply adequate information or lost contact with the service desk, or the incident is closed but pending verification from the requestor. If the Assign Incidents process is active and running, setting the status of an incident to "Resolved" triggers a notification to the requestor to verify and confirm the resolution.
The incident is no longer open. The requestor is satisfied with the resolution of the incident. Incidents that have been imported into CA Clarity PPM via XOG also have a "Closed" status.
To change the incident status
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