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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 not been reviewed and resolved.
The incident is open and a resource is 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 awaiting information to resolve the incident.
The incident is no longer open. Either the IT worker cannot reproduce the incident and the requestor did not supply adequate information, or lost contact with the service desk. Or, the incident is closed but is 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. The notification asks 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 are imported into CA Clarity PPM through the XML Open Gateway also have a "Closed" status.
Follow these steps:
The list page appears.
The properties page appears.
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