Reviewing and changing the status of incident requests

The status shows what stage the ticket is at in its lifecycle. When you begin to work on a ticket, resolve the ticket, and so on, you should update the Status field to 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 might 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.

To review the status of an incident request

From the Incident Management console, click Create.
In the Customer or Contact field on the new Incident Request form, type the customer's or the contact's information and then press Enter.
The application updates the new incident request record with the customer's information.
In the Quick Actions area, click Customer's Incidents.
In the Customer's Incidents window, select the incident request you are reviewing the status for, and click View.
The Incident form opens in a Modify window.
When you finish reviewing the status, select one of the following actions:
- Close—Returns you to the Customer's Incidents window. Select this if you need to review the status of another incident request record for the same customer.
- Close All—Returns you to the Search form. Select this when you finish reviewing the status of incident requests for the customer.

To change the status

Open the incident request.
From the Status list, select the new status.
If prompted, 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 automatically 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 stopped before the incident is resolved.

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.

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	The incident request is 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. 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 Incident	12000	The duplicate incident can be closed or resolved when the original incident is resolved or closed.
Pending Causal Incident Resolution	21000	This 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 see if it recurs.
Customer Follow-Up Required	15000	The help desk resolved the incident request, 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 reported 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 Incident	18000	When 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.

Reviewing and changing the status of incident requests

To review the status of an incident request

To change the status

Incident status reason definitions

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