In the Incident form there is field called : State: it has New, Assigned, In progress, Pending, Resolved, Cancelled are there i want to know what was the meaning of each state and how to change the state one by one

[Veera raju]

Hi,

In the Incident form there is field called : State: it has New, Assigned, In progress, Pending, Resolved, Cancelled are there i want to know what was the meaning of each state and how to change the state one by one.

Thanks in advance.

Regards,

Veera

[Alberto Consonn · Accepted solution]

Hi,

right click on the state field in select Configure Dictionary.

Scroll down to the tab Choices and check all the different fields there.

Please check also the official documentation below, it will explain you the meaning of each State values:

Incident Management state model

Hope this will be useful for your need.

If I have answered your question, please mark my response as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

Thank you

Cheers
Alberto

[Shubham Kakade]

Hello,

Incident states

State	Description
New	Incident is logged but not yet triaged.
In progress	Incident is assigned and is being investigated.
On Hold	The responsibility for the incident shifts temporarily to another entity to provide further information, evidence, or a resolution. When you select the On Hold option, the On hold reason choice list appears with the following options. This choice list is available only for new instances in Jakarta. Awaiting Caller: If you select this option, theAdditional comments field is mandatory. Note: If the caller updates the incident, the On hold reasonfield is cleared and the state of the incident is changed to In Progress. An email notification is sent to the user in the Assigned to field as well as to the users in the Watch list. Awaiting Change Awaiting Problem Awaiting Vendor Note: An incident can be placed in the On hold state one or more times prior to being closed.
Resolved	A satisfactory fix is provided for the incident to ensure that it does not occur again.
Closed	Incident is marked Closed after it has been in the Resolved state for a specific duration and it is confirmed that the incident is satisfactorily resolved.
Canceled	Incident was triaged but found to be a duplicate incident, an unnecessary incident, or not an incident at all.

Incident management state model flow

If you are not satisfied with the resolution, you can request to reopen the incident from the resolution notification email or from the incident itself. The state of the incident is then changed from Resolved to In Progress. If the incident is already closed, you can reopen it by replying to any email related to that incident. Add the text Please reopen to the subject line.

If an incident is reopened by a user after it was resolved, the Last reopened by and the Last reopened at fields are automatically populated with the name of the person who reopened it and the date and time when the incident is reopened. During audit, this information helps you to generate various reports for reopened incidents.

In the Incident form, there is an existing field named Reopen count. For upgrade users, the existing incidents may already have some non-zero values in the Reopen countfield while the values in the new fields, Last reopened by and the Last reopened at, are null. For incidents that are reopened after upgrade, the Last reopened by and theLast reopened at fields are populated.

If you do not have any roles in the system (ESS) and you change the incident state toResolved, you receive a notification with a Reopen incident link.

If you do not have any roles in the system (ESS) and you are the caller, you can clickReopen incident on the incident form to reopen the incident.

Note: An ESS user is not able to resolve, reopen, or close a major incident even if the user is the caller.

Please refer the following link for more information:

https://docs.servicenow.com/bundle/london-it-service-management/page/product/incident-management/concept/c_IncidentManagementStateModel.html

Thanks

Please mark it as correct/helpful if this help you.

regards,

Shubham

[Ravi T]

Hi

New state defines the incident is in new 

Assigned defines the incident has been assigned to a user

In progress defines the incident resolution is in progress

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

Resolved defines the incident has been resolved

Find the below link for more information

https://docs.servicenow.com/bundle/london-it-service-management/page/product/incident-management/con...

Regards

Ravindra