State model mapping

Describes how the incident states from the old state model map to incident states of the new state model.

The old state model does not have the On Hold state. The new state model has three old incident states that map to the new On Hold state. When the user selects the On Hold state, a new field,On Hold Reason, appears.

Table 1. Map old state to new state
Old incident state model New incident state model
New1 New 1
Active 2 In Progress 2
Awaiting Problem 3 On Hold 3
Awaiting User Info 4 On Hold 3
Awaiting Evidence 5 On Hold 3
Resolved 6 Resolved 6
Closed 7 Closed 7
Canceled 8