Incident State Transitions Reference

administrators can create additional statuses to meet the business needs of your organization from state to state when logged active the incident is submitted from the portal or from an email in a logged state and is set to active when the opens and saves the incident active waiting for customer information is needed from the customer, based on the service desk analysis waiting for 3rd party a vendor is assigned to the incident waiting for resolution incident identified as a problem resolved the incident is resolved; typically a first call resolution waiting for customer waiting for 3rd party the vendor is assigned the incident based on additional information from the customer waiting for resolution additional information from the customer identifies the incident as a problem resolved additional information from the customer resolved the incident waiting for 3rd party waiting for customer information is needed from the customer, based on the analysis of the vendor waiting for resolution the vendor identifies the incident as a problem resolved the vendor resolves the incident waiting for resolution resolved the problem is resolved resolved closed the resolution is successful