The status of an Service Request indicates the stage at which the SRs is in its life cycle. Analysts or Users with appropriate access can modify the status of an SR.
The following diagram shows the various stages of an Incident:
Figure: Service Request Status
The following section explains the status of an Incident:
- New: The status New cannot be selected by the users, it is set by the application after an Service Request is created.
- Assigned: After the SR is created, it is assigned to a Workgroup, based on the selected Catalog. The SR is then assigned to the appropriate Analyst. The status of the SR changes to Assigned.
- In Progress: When the SR is assigned to an Analyst, the status of the Incident is changed to In Progress. The Analyst can refer to various Knowledge Articles related to the Service catalog to work on the SR.
- Pending: If the Analyst cannot continue working on the SR due to dependency on any information from the End User or any other activity to complete, the status of the SR is moved to Pending.
- Resolved: After the SR is In Progress, the Analyst should resolve the SR within the provided Service Window. After an SR is resolved, the status of the Incident is changed to Resolved. The End User can reopen the SR if the resolution is not satisfactory.
Closed: After an SR is resolved, the status of the SR can be changed to Closed based on the configuration (manual closure or auto closure).
Note:
The End User can provide Feedback for an Incident after it is Resolved/Closed. For more information, see Providing Feedback.