Explanation of Status Fields for Incident Management

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billr
Kilo Contributor

‎08-01-2017 10:33 AM

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.

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Jaspal Singh
Mega Patron
Mega Patron

‎08-01-2017 10:38 AM

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...


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Jaspal Singh
Mega Patron
Mega Patron
In response to billr

‎08-01-2017 11:57 AM

You can refer https://community.servicenow.com/docs


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billr
Kilo Contributor
In response to Jaspal Singh

‎08-01-2017 10:56 AM

Thank you for that link, that has much useful info i didn't know where to find before. I bookmarked it for future use.


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Community Alums
Not applicable
In response to Jaspal Singh

‎01-25-2024 04:00 PM

So what's the difference between pending and on hold state?

if pending is used for additional info from user?

 

what is the OOTB definition for 'pending' state?

Thanks,

Priya

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Dr Atul G- LNG
Tera Patron
Tera Patron
In response to Community Alums

‎01-26-2024 05:10 AM

Which table your referring here?

 

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