SimpleOne incidents states description

Registered

This state is assigned to an each newly created Incidentincident. Incident The incident is logged but not yet triaged.

Assigned

After triaging the Incident incident has its implementers. The state changes to the Assigned.

Information Needed

If there is not enough information to fix the Incidentincident, the agent makes an information request (in line with the company rules) and changes the Incident incident state to ' Information needed'. After receiving the information, the agent changes the state from 'Information needed' to the previous one and continues to work on the Incidentincident.

In Progress

Incident The incident is assigned and is being investigated.

External Processing

If Incident the incident is implementing requires 3rd party engaging, then after referrals, the Incident incident state should be changed to 'External Processing'. And after this 3rd party engaging is over, the Incident incident state should be changed to the previous one.

Postponed

The incident can be marked Postponed if there is no possibility to implement it right now but it can appear , but things may change soon or some time.

Completed

This state indicates that Incident the incident is fixed and originator can the originator can perform the tests. If the checks were passed successfully, then the incident should be marked as Closed; otherwise, it should be marked as Rejected by User.

Rejected By User

This state indicates that the agent job was not good enough,  the user did not accept the fix and returned it for revision.

Closed

Incident incident is marked Closed after it is in the Resolved state for a specific duration or it is confirmed that the Incident incident is satisfactorily resolved.