How to Manage Incidents › Update the Incident Status

Update the Incident Status

Users and processes can change the status of a new incident over time. Use the following procedure to view and to edit the status of an incident. While it is open you can edit additional properties for the incident.

Follow these steps:

1. Open Home, and from Demand Management, click Incidents.

   The list page appears.

2. Click the incident short description to open the incident.

   The properties page appears.

3. Select a value in the Status field:

   New

   The incident is new and not been reviewed and resolved.

   Assigned

   The incident is open and a resource is assigned (Assigned To field).

   Work In Progress

   The incident is open and the IT worker is working on the incident.

   Escalated

   The incident is open but requires a higher-level authority to invest resources.

   On Hold

   The incident is open; however, the IT worker is waiting for information to resolve the incident.

   Resolved

   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.

   Closed

   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.

4. Click Save.