Explanation of Status Fields for Incident Management

billr
Kilo Contributor

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.

1 ACCEPTED SOLUTION

Jaspal Singh
Mega Patron
Mega Patron

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...


View solution in original post

8 REPLIES 8

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


Community Alums
Not applicable

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

Which table your referring here?

 

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