This documentation supports the 18.08 version of Service Desk.

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

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 table, which follows, for more information about how this status reason affects the service level calculations.

Pending status reason definitions

Status reason

Selection code

Explanation

Local Site Action Required

2000

Waiting for some type of action to occur at the location where the incident occurred.

Purchase Order Approval

3000

A purchase that requires approval is needed to move the incident request to the next status.

Registration Approval

4000

The request requires approval from another department before proceeding.

Supplier Delivery

5000

Awaiting the delivery of a good or service from a supplier before the incident request can be moved to the next status.

Support Contact Hold

6000

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

7000

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

8000

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

9000

The incident request cannot move to the next status until an infrastructure change occurs.

Request

10000

Pending a generic request for support from some other third party.

Future Enhancement

11000

The incident request cannot move to the next status until an enhancement to some part of the environment takes place.

Client Hold

13000

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

14000

The incident that triggered the incident request is ongoing and must be analyzed before further action can take place.

Automated Resolution Reported

19000

The service desk received an automated report that the incident request was resolved, which needs verification.

Pending Original Incident12000The duplicate incident can be closed or resolved when the original incident is resolved or closed.
Pending Causal Incident Resolution21000This status reason is automatically set by BMC ProactiveNet Performance Management.

Resolved status reason definitions

Status reason

Selection code

Explanation

Future Enhancement

11000

The root cause of the incident request will be addressed by future enhancements to the environment.

Monitoring Incident

14000

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

15000

The incident request was resolved by the help desk, but the customer needs to confirm the resolution.

Temporary Corrective Action

16000

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

17000

The customer is reporting that the reported incident is no longer an issue.

Automated Resolution Reported

19000

The service desk received an automated report that the incident request was resolved.

Resolved by Original Incident18000When the original incident is resolved, the duplicate incident is also resolved.

Closed status reason definitions

Status reason

Selection code

Explanation

Infrastructure Change Created

1000

You created an infrastructure change request created from the incident request when you closed the incident request.

Automated Resolution Reported

19000

The service desk received an automated report that the incident request was resolved.

Canceled status reason definitions

Status reason

Selection code

Explanation

No longer a causal CI

20000

The CI against which the incident request was created is not the CI that caused the incident.

Was this page helpful? Yes No Submitting... Thank you

Comments

  1. Ana Lencautan

    Are there any status reason definitions for Problem investigations?

    Oct 05, 2018 03:55
    1. Jyoti Nerkar

      Hello Ana,


      I will get back to you on this.


      Regards,

      Jyoti

      Oct 14, 2018 11:04
    1. Aditya Kirloskar

      Hello Ana,


      Sorry for the delay in responding. For more information about Problem investigation status reason, see Changing problem status and setting the status reason.

      Regards,

      Aditya

      Apr 25, 2019 11:45