Changing problem status and setting the status reason

Set this status when a known error is pending due to an infrastructure change or has a dependency on a vendor.

Also, set the required status reason:

• Pending Infrastructure Change - The known error is open and is pending as an infrastructure change is required to correct it.
• Pending Third Party Vendor - The known error is open and is pending for action from a third-party vendor.
  

Set this status when you want the support of a third-party vendor to resolve a known error.

Set this status when you cannot address the known error.

Also, set the required status reason:

• Funding Not available - The known error is on hold due to unavailability of funds.

Set this status when you have corrected a known error, but it needs to be reviewed.

Also, set the required status reason:

• Pending PIR - The known error has been corrected and it is ready for review.

Set this status when you want to close a known error.

Set this status when a known error is not valid anymore or if it is a duplicate of a current investigation.

Also, set an appropriate status reason:

• Duplicate - The known error already exists.
  
• No Longer Applicable - The known error is no longer applicable.
  

Set this status when a problem investigation is under review.

Set this status when you assign a problem investigation to a group or an individual. 

Set this status when you start the root cause analysis of a problem investigation.

Set this status when you cannot continue with your root cause analysis due to a dependency on some other event or individual.

Also, set an appropriate status reason:

• Automated Resolution Reported - The problem coordinator receives an automated report that the problem investigation is resolved, which needs verification.
• Client Action Required - The problem investigation is in pending status, as it depends on a client action.
• Client Hold - The problem investigation is created from an incident request, and the client informs the service desk to temporarily stop working on the incident request. 
• Future Enhancement - The problem investigation requires a future enhancement. For example, a new feature should be added to the software application.
• Infrastructure Change - The problem investigation requires an infrastructure change.
• Local Site Action Required - Some action needs to be taken at the location where the problem occurred.
• Monitoring Problem - The problem must be analyzed before the problem investigation moves to the next status.
• Pending Original Problem
  This problem investigation is a duplication of another problem investigation. It can be closed after the original problem investigation is closed.
• Purchase Order Approval - The problem investigation requires a purchase order approval before proceeding.
• Registration Approval - The problem investigation requires approval from another department before proceeding.
• Request - The problem investigation requires the support of a third party before proceeding.
• Supplier Delivery - The problem investigation requires a delivery from a supplier before proceeding.
• Support Contact Hold
  The help desk agent assigned to the problem investigation is working on another problem investigation now.
  Alternatively, the help desk agent is awaiting response from someone in a second or third tier support group.
• Third Party Vendor Action Reqd - The problem investigation requires an action from a third party vendor before proceeding.

Set this status after you complete the root cause analysis.

Also, set the required status reason:

• Enhancement Request - The problem investigation requires a future enhancement to permanently resolve the problem.
• Known Error - The problem investigation has been completed with a temporary solution.
  
• Solution Database - The solution implemented to resolve the problem needs to be recorded.
• Unresolvable - The problem investigation cannot be resolved.

Set this status when the problem investigation is not valid anymore or is a duplicate of the current investigation.

Also, set the required status reason:

• Duplicate Investigation - Another problem investigation for a similar problem.