Incident State Model
Base Statuses
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.
In Progress
The incident is assigned and is being investigated.
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.
Closed
The incident is marked Closed after it is in the Completed state for a specific duration or it is confirmed that the incident is satisfactorily resolved.
Additional Statuses
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 the Information needed. After receiving the information, the agent changes the state from Information needed to the previous one and continues working on the incident.
External Processing
If the incident solving requires 3rd party engaging, then after referrals, the incident state should be changed to the External Processing state. 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.
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.
