Explanation of Status Fields for Incident Management

[billr]

What is the difference in the status fields of Resolved and Closed, or difference between Pending and In Progress? Better still is there a generic definition of all the fields under "Status"? thanks much.

[Jaspal Singh · Accepted solution]

Hi William,

Resolved- In this state ticket can be re-opened if the solution provided by the team is not up to the mark or sufficient enough for the issue.

Closed- Soltuion provided is fine & hence can be closed. OOB functionlity closes ticket after 7 days from Resovled state

Pending- Action is pending to be taken this can be when there is a dependancy from other team or requires additional information from user.

In Progess- Have understood the issue & it is being worked accordingly.

For more information refer below links:

https://docs.servicenow.com/bundle/istanbul-it-service-management/page/product/incident-management/c...

[billr]

Thank you, very fast reply,

Can I ask the difference between Assigned and In Progress?

[Jaspal Singh]

Hi William,

Assigned- This states an User is assigned to get the issue worked but work has not yet started.

In Progress- Work is started.

Also, glad to know that the link help you understand things in more detail. Also, if you think this is what was expected could you just mark the the response as correct so that it does not appear in unanswered list.

[billr]

I don't see where I have that option to hit correct?