SimpleOne incidents states description

Incident State Model

Registered

This state is assigned to each newly created incident. The incident is logged but not yet categorized.

Assigned

After categorizing the incident should be assigned to a relevant technician basing on his competency and responsibility. The state changes to the Assigned.

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

The incident is assigned and is being investigated.

External Processing

If the incident solving 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 things may change soon or some time.

Completed

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

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