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Incident Transition Flow

The following table shows the predefined Incident transition flow.

Current Status

Default Transition

Available Next Statuses

Acknowledged

In Progress <d>

Avoided, Awaiting Vendor, Cancelled, Closed, Closed Unresolved, In Progress, Open, Pending Change, Resolved

Avoided

 

Acknowledged, Avoided, Awaiting End User Response, Closed, Closed Unresolved, In Progress, Reject Solution, Researching, Resolved

Awaiting End User Response

Researching <d>

Closed, Closed Unresolved, In Progress, Open, Researching, Resolved

Awaiting Vendor

Researching <d>

Acknowledged, Closed, Closed Unresolved, In Progress, Open, Pending Change, Researching, Resolved

Cancelled

 

Closed

Closed

 

Open

Closed Unresolved

 

Acknowledged

Closed Unresolved

 

Closed

Closed Unresolved

 

Open

Hold

 

Acknowledged, Closed, In Progress, Open, Pending Change, Resolved

In Progress

Researching <d>

Acknowledged, Awaiting End User Response, Awaiting Vendor, Closed, Closed Unresolved, Open, Pending Change, Researching, Resolved

Pending Change

Researching <d>

Acknowledged, Closed, In Progress, Open, Resolved

Researching

Resolved <d>

Closed, Open, Resolved

Resolved

Closed <d>

Awaiting End User Response, Closed, Open