Incident Management
Life Cycle 

General Policy for an Incident Status Life Cycle 

New: This incident ticket status is used when no assignment information has been applied and the ticket has not yet been submitted to the system. 

Assigned: This incident ticket status is used when assignment information is added to the ticket either manually or automatically by the assignment routing rules in place. Assignment notification is usually generated and sent to an individual or the entire assigned support group.

In Progress: This incident ticket status is used when an assignee to the ticket is working towards a resolution

Pending: This incident ticket status is used when work has been temporarily suspended. Usually a reason will be provided to why this has happen.

Resolved: This incident ticket status is used when a resolution or workaround has been found to restore the service has been established and is now waiting for customer validation to confirm.

Closed: This incident ticket status is used when the resolution or workaround has restored the service and the customer has validated the resolution and confirmed

Cancelled: This incident ticket status is used when restoration of a service is no longer required for the incident ticket that was raised.

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