Incident statuses

Article:HOWTO82007  |  Created: 2012-11-05  |  Updated: 2013-04-18  |  Article URL http://www.symantec.com/docs/HOWTO82007
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How To


Subject


Incident statuses

The incident status accurately reports the progression and outcome of the stages of the Incident Management process. The percentage represents the level of completion that the process has reached. For example, if the status percentage is 60, it means that the process is 60 percent complete.

The status and percentage appear in several places in the Process Manager portal. For example, they appear at the top of the ticket's Process View page.

Table: Incident statuses

Status

Description

Completion percentage

Received

The incident was submitted and is ready to be worked.

10%

Assigned

The incident was assigned to a designated person or group for resolution.

20%

Hold

The incident is scheduled for later and is placed on hold.

Typically, this status means that more research or analysis needs to be performed.

25%

Resolved

A resolution for the entire incident was provided and the incident is ready for the user's approval.

The resolution must apply to the entire incident, not to a single subtask.

80%

Closed

All manual actions and automated actions within the process are complete and the incident is closed.

100%


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v23119952_v81470773


Article URL http://www.symantec.com/docs/HOWTO82007


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