---
title: Incident State Transitions Reference
slug: neurons-for-itsm/admin-user-help/enu/latest/incident-state-transitions-reference
createdAt: 2026-07-14T19:16:34.862Z
---

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 Self Service portal or from an email in a logged state and is set to active when the Service Desk Analyst 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.                                                                                                                                              |