You can modify the transition rules for the predefined states for incidents and add custom states to suit your specific needs, but you cannot rename or delete the predefined states.
What you should know
- On the Incident Manager role's configuration page, click the States tab.
Do one of the following:
The State properties dialog box opens.
- Click Add an item ().
- Double-click an existing state.
(Custom state only) In the State name field, enter the name of
Predefined states cannot be renamed.The predefined incident states are:
- The incident has just been triggered and no activity is recorded. If using the default settings, you can change a new incident to In progress or Closed.
- In progress
- Actions are being taken for this incident. If using the default settings, you can change an incident from In progress to any other state.
- On hold
- The incident is paused. You might do this if, for example, higher priority incident requires your attention, or if you are waiting for external information before moving forward with the procedure. When changing the state of an incident to On hold, indicate for how long you want to pause the incident and click Apply. The incident reverts to its original state as soon as the hold time expires. If using the default settings, you can change an incident from On hold to any other state.
- The situation is resolved and ready to be closed. If using the default settings, you
must complete all the steps in the standard operating procedure (SOP) before you can
set an incident to Resolved. You can change the incident from Resolved
to any other state.
You need the Forcibly resolve incidents with incomplete SOPs privilege to resolve incidents without completing all the steps in the SOP.
- Everything that needs to be done for this incident has been done. If using the
default settings, you must first resolve an incident before you can close it. After an
incident is closed, you can no longer make any changes to the incident. A closed incident is removed from the Incident
monitoring task, but all information remains available in the system
for auditing, investigation, and analysis.
You need the Forcibly close unresolved incidents privilege to close unresolved incidents.
In the Allowed users list, add the users and user groups that
are allowed to set incidents to this state.
If you leave this list empty, all users can set incidents to this state.
Under Accepted incoming states, select one of the following
IMPORTANT: If you defined custom states, make sure you add them to the accepted incoming states of at least one other state. Otherwise, when an incident transitions to your custom state, it will not be able to transition out to another state.
- Any state
- An incident in any state can transition to this state, except from Closed.
- Specific state
- From the list of existing states, select the ones this state can transition from.
- Click Save.
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