This documentation supports the 18.08 version of Service Desk.

To view the latest version, select the version from the Product version menu.

Changing the incident request status

The status shows what stage the ticket is at in its lifecycle. By updating this field when you: begin to work on a ticket, resolve the ticket, and so on, you ensure that the system keeps the applicable Service Level Agreements (SLAs) up-to-date (you can look at the SLA Progress Bar at the top of the ticket to see the current status of the SLA). For example, some SLAs can be configured to stop the clock if you change the Status to Pending, while with other SLAs, the clock continues to run until you change the status to Resolved or Closed.

In addition to keeping the SLAs up-to-date, updating the status is an important part of keeping the customer informed about what is happening with the request and for keeping your personal and group service statistics current. For example, if a ticket is cancelled, it's important to move the status to Cancelled so that the system does not continue to include it in your personal and group statistics and to ensure that the applicable SLA does not appear to be breached.

When Remedy with Smart IT (Smart IT) is installed with Remedy IT Service Management (ITSM), and you update the status of a request either from Smart IT, or from any of the following application consoles, a work information note indicating the status change is automatically added. This work information note is displayed as an activity note in Smart IT.

  • Incident Management Console
  • Problem Management Console
  • Change Management Console
  • Release Management Console
  • Task Management Console
  • Work Order Console

However, if you do not have Smart IT, and you update the status from any of the above application consoles, a work information note is not automatically added.

To change the status

  1. Open the incident request.
  2. From the drop down menu of the Status field, select the new status.
  3. If prompted to, change the status reason
  4. Click Save.

These are the available statuses for incident requests.

Incident status
NewThis status is the default assignment value for all newly created incidents, before they are assigned to a support group or individual for action.
AssignedChange to this status after the incident is assigned to a support group or individual for action, but before work begins on the incident.
In ProgressChange to this status when you begin work on the incident.
PendingChange to this status when you must wait for another action to take place before you can start or resume work on the incident (some SLAs can be configured to pause the clock while the incident is in the pending state).
ResolvedChange to this status when you have resolved the incident.
ClosedChange to this status when the affected customer verifies the resolution (depending on how the system is configured, it can auto close incident tickets if the customer has not verified the resolution after a specified length of time).
CancelledChange to this status if work on the incident is cancelled.
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