Incident Management is responsible
for managing the life cycle of incidents, from creation to closure.
The Incident Management process has many
states, and each is vitally important to the success of the process and the quality of service
delivered. The different states can be represented in a diagram as follows:Figure 1. Incident management state model flow
Table 1. Incident states
State
Description
New
Incident is logged but not yet investigated.
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 following
On hold reason list appears.
Awaiting Caller
Awaiting Change
Awaiting Problem
Awaiting vendor
If the On hold reason is Awaiting Caller, the Additional comments becomes mandatory.
Note:
If the caller updates the incident, the
On hold reason field is cleared and the state of the incident is changed to In Progress. An email notification is sent to the user whose name is mentioned in the
Assigned to field as well as to the users in the Watch list. 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 is 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.
