This state is assigned to an each newly created Incident. Incident is logged but not yet triaged.
Assigned
After triaging the Incident has its implementers. The state changes to the Assigned.
Information Needed
If there is not enough information to fix the Incident, the agent makes an information request (in line with the company rules) and changes the 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 Incident.
In Progress
Incident is assigned and is being investigated.
External Processing
If Incident is implementing requires 3rd party engaging, then after referrals the Incident state should be changed to 'External Processing'. And after this 3rd party engaging is over, the 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 soon or some time.
Completed
This state indicates that Incident is fixed and originator can
Rejected By User
This state indicates that agent job was not good enough, the user did not accept the fix and returned it for revision.
Closed
Incident is markedClosedafter it is in the Resolvedstate for a specific duration or it is confirmed that the Incident is satisfactorily resolved.
