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
- Open the incident request.
- From the drop down menu of the Status field, select the new status.
- If prompted to, change the status reason.
- Click Save.
These are the available statuses for incident requests.
Incident status | Comments |
|---|---|
| New | This status is the default assignment value for all newly created incidents, before they are assigned to a support group or individual for action. |
| Assigned | Change to this status after the incident is assigned to a support group or individual for action, but before work begins on the incident. |
| In Progress | Change to this status when you begin work on the incident. |
| Pending | Change 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). |
| Resolved | Change to this status when you have resolved the incident. |
| Closed | Change 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). |
| Cancelled | Change to this status if work on the incident is cancelled. |
Comments
A work info gets added when the status changes, shouldn't this should be mentioned here?
Hello Colin,
Thank you for your comment.
When you move an incident to the next stage, a work info is added only if you enter some information in the Notes field on the Modify Incident form. Adding a work info note is not mandatory and it is not automatically added.
Thanks,
Bhakti
From my testing a work info gets automatically added, using ITSM 9.1 i'm changing the Incident status either via the Accelerator bar or using the Status drop-down and a workinfo is automatically added, eg: 'Status has been changed to Pending' , i'm not entering these myself, they get entered by the system when the status changes
Hello Colin,
I will confirm the behaviour with an SME and revert back to you.
Thanks,
Bhakti
Hello Colin,
A work info note is automatically added if you have BMC Remedy with Smart IT installed along with BMC Remedy ITSM in your environment. I have added a note describing this functionality to this topic.
Thanks,
Bhakti
Hello,
using localization (for example in italian) when I change TT status workinfo, note field in english as showed on previous table.
There's no way or workaround to localize this messages? I have to modify filters that makes push?
Thanks best regards
Hello Paolo,
Thank you for inquiring. I will work with the SME and get back to you.
Regards,
Mokshada
Hello Paolo,
Sorry for a delayed response.
Is the issue resolved? Or feel free to contact us if you are still facing the issue.
Thanks,
Jyoti
Hello Paolo,
Sorry for the delay in response. As per my discussion with the SME, localization support is not provided for the text in the Notes field.
Regards,
Aditya
Hi Paolo,
Are you able to provide a screenshot for your issue?
Thanks,
Jeff
Hello Jeff,
i have not permission to post image. Here the link of the screenshot:
https://drive.google.com/file/d/0Bwt8wAhsjuvQYlhOSU5JMzdObnc/view?usp=sharing
You can see on column "Tipo" (Type) in italian, but automatic Notes are in english. (ex: "Status are been changed to Pending")
There's no way to write them in italian like Type?
Thanks
Paolo
Hello Paolo,
Sorry for the delay in response. As per my discussion with the SME, localization support is not provided for the text in the Notes field.
Regards,
Aditya
Hello,
do you have news about my question?
Thanks
Best regards
Paolo
Hello Paolo,
Sorry for the delay in response. As per my discussion with the SME, localization support is not provided for the text in the Notes field.
Regards,
Aditya
is there a way to disable the generation's of workinfo on status change?
Hello Mike,
Thank you for your comment. I checked with the R&D team and they informed me that you cannot disable the generation of the workinfo details on status change. If you want, you can raise this idea on BMC Communities.
Regards,
Aditya