Incident State Model

Base Statuses

Registered

This status 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 person or group, basing on competency and responsibility. The status changes to the Assigned.

In Progress

The incident is assigned and is being investigated.

Completed

This status 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 status 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 status to the Information needed. After receiving the information, the agent changes the status 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 status should be changed to the External Processing status. And after this 3rd party engaging is over, the incident status 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 status indicates that the agent job was not good enough,  the user did not accept the fix and returned it for revision.