Problem State Transitions Reference

1 min

Administrators can create additional statuses to meet the business needs of your organization.

From State	To State	When ...
	Logged	The problem is initially submitted.
Logged	Investigation	The assigned owner has started investigating the problem.
Logged	Canceled	The Problem Manager cancels the logged problem.
Investigation	Identified	The investigation has been completed and remedial measures or a workaround has been identified.
Investigation	Canceled	The Problem Manager cancels the problem under investigation.
Identified	Active	The problem is identified as a new problem and is ready to be worked on.
Identified	Canceled	The Problem Manager cancels the problem.
Active	Waiting for 3rd party	The fix for the problem is due from a vendor.
Active	Waiting for resource	The fix for the problem is on hold, pending a replacement item or an individual or team to perform certain actions.
Active	Canceled	The Problem Manager cancels the problem.
Waiting for 3rd party	Waiting for resource	The third party, when asked to perform certain services, might need a replacement item or an individual or team to perform certain actions.
Waiting for resource	Waiting for 3rd party	The resource becomes available and the third party completes the purchase or installation, as might be needed.
Waiting for 3rd party	Resolved	The action from the third party completes the fix.
Waiting for resource	Resolved	The allocated resource is commissioned and completes the fix.
Active	Resolved	The immediate solution is identified and communicated from a diagnosis.
Resolved	Closed	The fix is verified and the problem is closed, or the problem is auto-closed from another module, such as Release Management or CMDB, irrespective of the current state of the problem.