Incident status reason definitions

The content of the Status Reason menu is determined by the selection that you make in the Status field. In most cases, the status reason is for informational use and does not affect how the application behaves. This means that you can assign meanings to the status reasons that are appropriate to your organization's needs. The status reason definitions provided in the following tables, therefore, are recommended definitions only.

Note

The Pending status reason of Client Hold affects the calculation of service level agreement metrics in BMC Service Level Management, if that application is integrated with your installation of BMC Service Desk. Refer to the Client Hold definition in the Pending status reason definitions table, which follows, for more information about how this status reason affects the service level calculations.

Pending status reason definitions

Status reason	Explanation
Local Site Action Required	Some type of action must occur at the location where the incident occurred.
Purchase Order Approval	A purchase that requires approval is needed to move the incident request to the next status.
Registration Approval	The request requires approval from another department before proceeding.
Supplier Delivery	The delivery of a good or service from a supplier must occur before the incident request can be moved to the next status.
Support Contact Hold	The help desk agent assigned to the incident request is currently working on other incident requests. Alternatively, the help desk agent is awaiting response from someone in a second or third tier support group.
Third Party Vendor Action Required	Some type of action from a third-party vendor must occur before the incident request can be moved to the next status.
Client Action Required	Some type of action from the client (that is, the person indicated in the Customer field on the incident form) must occur before the incident request can be moved to the next status.
Infrastructure Change	The incident request cannot move to the next status until an infrastructure change occurs.
Request	A generic request for support from some other third party is pending.
Future Enhancement	The incident request cannot move to the next status until an enhancement to some part of the environment occurs.
Client Hold	The client has asked the service desk to temporarily stop working on the incident request. Note: If you select this status reason and your instance of Incident Management is integrated with BMC Service Level Management, the service level agreement metric collection stops until you change the status or status reason.
Monitoring Incident	The incident that triggered the incident request is ongoing and must be analyzed before further action can occur.
Automated Resolution Reported	The service desk received an automated report that the incident request was resolved, which needs verification.

Resolved status reason definitions

Status reason	Explanation
Future Enhancement	The root cause of the incident request will be addressed by future enhancements to the environment.
Monitoring Incident	The root cause of the incident cannot be determined, but the help desk is monitoring the situation to determine if it will recur.
Customer Follow-Up Required	The incident request was resolved by the help desk, but the customer needs to confirm the resolution.
Temporary Corrective Action	The incident request is resolved, but the action taken is only a temporary resolution, until a more permanent resolution can be implemented.
No Further Action Required	The customer is reporting that the reported incident is no longer an issue.
Automated Resolution Reported	The service desk received an automated report that the incident request was resolved.

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Incident status reason definitions

Pending status reason definitions

Resolved status reason definitions