Various Incident Status
- In progress
- On hold or pending
The new status indicates that the service desk has received the incident but has not assigned it to an agent.
The assigned status means that an incident has been assigned to an individual service desk agent.
The in-progress status indicates that an incident has been assigned to an agent but has not been resolved. The agent is actively working with the user to diagnose and resolve the incident.
The on-hold status indicates that the incident requires some information or response from the user or from a third party. The incident is placed “on hold” so that SLA response deadlines are not exceeded while waiting for a response from the user or vendor.
The resolved status means that the service desk has confirmed that the incident is resolved and that the user’s service has restored to the SLA levels.
The closed status indicates that the incident is resolved and that no further actions can be taken.
Types of incidents
Incidents are generally categorized by low, medium and high priorities.
· Low-priority incidents do not interrupt end users, who typically can complete work despite the issue.
· Medium-priority incidents are issues that affect end users, but the disruption is either slight or brief.
· High-priority incidents, however, are issues that will affect large amounts of end users and prevent the proper functioning of a system.