![\"states\"](\"http:\/\/blog.soton.ac.uk\/servicemanagement\/files\/2017\/02\/states.png\")
<\/a><\/p>\nThe full details of the new state list are as follows:<\/p>\n
- \n
- New<\/strong> \u2013 Only applicable to an Incident that is currently being logged or that has arrived from Self-Service and not been picked up by a fulfiller.\u00a0 Cannot be selected once an Incident has been progressed.<\/li>\n<\/ul>\n
- \n
- Assigned<\/strong> \u2013 Applies when an Incident has an Assignment Group is changed, including if the Assigned To is also populated.\u00a0 This indicates that the Incident has been assigned to a team or individual but isn\u2019t currently being worked on.<\/li>\n<\/ul>\n
- \n
- In Progress<\/strong> \u2013 Applies when an Incident has an Assigned To populated and is updated by the assignee.\u00a0 Updates by other users will not automatically change the state to In Progress but it can be manually selected if appropriate.\u00a0 This indicates that an individual is working on the Incident.<\/li>\n<\/ul>\n
- \n
- Awaiting User Info<\/strong> \u2013 A hold state that specifically relates to the Incident pending action or information from the caller.\u00a0 For iSolutions this also facilitates the auto-prompting of the caller to provide this information.<\/li>\n<\/ul>\n
- \n
- Awaiting 3rd Party<\/strong> \u2013 A hold state that specifically relates to the Incident pending action or information from a 3rd party supplier.<\/li>\n<\/ul>\n
- \n
- On Hold<\/strong> \u2013 Indicates that the Incident is on hold for any reason apart from pending action or information from the customer or a 3rd party supplier e.g. an agreed delay to process the ticket, the caller is on leave etc.<\/li>\n<\/ul>\n
- \n
- Resolved<\/strong> \u2013 To be used when the actions to address the issue are completed.\u00a0 The Incident can still be reopened for a 5 day period.<\/li>\n<\/ul>\n
- \n
- Closed<\/strong> \u2013 Applies after the Incident has been Resolved for 5 days.\u00a0 After this point the Incident cannot be reopened and another one should be raised if the issue reoccurs.\u00a0 This state is set by the system automatically and should not be selectable.<\/li>\n<\/ul>\n
This change primarily removes all the additional \u201cAwaiting<\/strong>\u201d states (barely in use and can be represented through On Hold), as well as \u201cAccepted<\/strong>\u201d (redundant with the new Assigned & In Progress behaviour) and \u201cRe-Opened<\/strong>\u201d (redundant as there is a counter showing if tickets have re-opened).\u00a0 It also makes On Hold<\/strong> available to all users.<\/p>\n
All states will also be available at all times during the ticket\u2019s life.<\/p>\n
\n\t\t<\/div>\n","protected":false},"excerpt":{"rendered":"iSolutions Service Management, with help from Applications Management, have been working to streamline and consolidate the list of Incident States in ServiceNow both for ease of use and to reduce maintenance overhead and bugs. The full details of the new state list are as follows: New \u2013 Only applicable to an Incident that is currently […]<\/p>\n","protected":false},"author":97582,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[1],"tags":[],"class_list":["post-4509","post","type-post","status-publish","format-standard","hentry","category-uncategorized","has-post-title","has-post-date","has-post-category","has-post-tag","has-post-comment","has-post-author"],"_links":{"self":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4509","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/users\/97582"}],"replies":[{"embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/comments?post=4509"}],"version-history":[{"count":1,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4509\/revisions"}],"predecessor-version":[{"id":4511,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/posts\/4509\/revisions\/4511"}],"wp:attachment":[{"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/media?parent=4509"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/categories?post=4509"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blog.soton.ac.uk\/servicemanagement\/wp-json\/wp\/v2\/tags?post=4509"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}
- Closed<\/strong> \u2013 Applies after the Incident has been Resolved for 5 days.\u00a0 After this point the Incident cannot be reopened and another one should be raised if the issue reoccurs.\u00a0 This state is set by the system automatically and should not be selectable.<\/li>\n<\/ul>\n
- Resolved<\/strong> \u2013 To be used when the actions to address the issue are completed.\u00a0 The Incident can still be reopened for a 5 day period.<\/li>\n<\/ul>\n
- On Hold<\/strong> \u2013 Indicates that the Incident is on hold for any reason apart from pending action or information from the customer or a 3rd party supplier e.g. an agreed delay to process the ticket, the caller is on leave etc.<\/li>\n<\/ul>\n
- Awaiting 3rd Party<\/strong> \u2013 A hold state that specifically relates to the Incident pending action or information from a 3rd party supplier.<\/li>\n<\/ul>\n
- Awaiting User Info<\/strong> \u2013 A hold state that specifically relates to the Incident pending action or information from the caller.\u00a0 For iSolutions this also facilitates the auto-prompting of the caller to provide this information.<\/li>\n<\/ul>\n
- In Progress<\/strong> \u2013 Applies when an Incident has an Assigned To populated and is updated by the assignee.\u00a0 Updates by other users will not automatically change the state to In Progress but it can be manually selected if appropriate.\u00a0 This indicates that an individual is working on the Incident.<\/li>\n<\/ul>\n
- Assigned<\/strong> \u2013 Applies when an Incident has an Assignment Group is changed, including if the Assigned To is also populated.\u00a0 This indicates that the Incident has been assigned to a team or individual but isn\u2019t currently being worked on.<\/li>\n<\/ul>\n