Changing the problem status and setting the status reason

Draft

This status is set by default when you create a new problem investigation.

Under Review

Set this status when a problem investigation is under review.

Assigned

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

Under Investigation

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

Pending

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 received an automated report that the problem investigation is resolved, which needs verification.
• Client Action Required—The problem investigation is in pending status because it depends on a client action.
• Client Hold—The problem investigation was created from an incident request, and the client informed 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—The problem investigation is a duplication of another problem investigation. It can be closed only 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 a team member 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.

Completed

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.
  
• Unresolvable—The problem investigation cannot be resolved.

Closed

Cancelled

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.

Assigned

This status is set by default when you create a new known error. You can assign a known error to a support group or individual.

Scheduled For Correction

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
• Pending Third Party Vendor

Assigned to Vendor

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

No Action Planned

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.

Corrected

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.

Closed

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

Cancelled

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
• No Longer Applicable