Incident Statuses

Incidents can have one of the four default incident statuses, or they may have a custom status defined by your administrator. The default statuses are Unresolved, Solved, Updated, and Waiting.

Depending on how Service is configured in your organization, the status can change automatically when you or the customer make changes to the incident. You can also change an incident’s status manually.

The following example describes how an incident’s status can change automatically.

1. A customer submits a question from the Ask a Question page. The new incident has a status of Unresolved.
2. The customer updates the question before you begin working on the incident. The incident remains unresolved, but the incident status changes to Updated to reflect the customer’s actions and alert you to the change.
3. You edit the incident and send a response to the customer. Your system may be configured in either of the following ways to automatically change the status, or it may be configured so that no status change occurs.
   • The incident’s status changes to Solved.
     Note: Regardless of how your system is configured, the status of an incident automatically changes to Solved when the customer selects “No, I don’t need this question answered now” on the Question Details page or through the link in the email response. You will receive an incident notification.
   • The incident’s status changes to Waiting. The Waiting status signifies that you have sent a response and are waiting for the customer to let you know if this answers the question. If your system has this configuration and the customer does not respond within forty-eight hours (the default time), the system automatically changes the status to Solved and sends an email to the customer.