Life cycle of an Incident

Incident Management is responsible for managing the life cycle of incidents, from creation to closure.

The Incident Management process has many states, and each is vitally important to the success of the process and the quality of service delivered. The different states can be represented in a diagram as follows:

Incident state flow diagram — Figure 1. Incident management state model flow

Table 1. Incident states
State	Description
New	Incident is logged but not yet triaged.
In progress	Incident is assigned and is being investigated.
On Hold	The responsibility for the incident shifts temporarily to another entity to provide further information, evidence, or a resolution. When you select the On Hold option, the On hold reason choice list appears. If the On hold reason is Awaiting Caller, the Additional comments becomes mandatory. Note: If the caller updates the incident, the On hold reason field is cleared and the state of the incident is changed to In Progress. An email notification is sent to the user in the Assigned to field as well as to the users in the Watch list. An incident can be placed in the On hold state one or more times prior to being closed.
Resolved	A satisfactory fix is provided for the incident to ensure that it does not occur again.
Closed	Incident is marked Closed after it is in the Resolved state for a specific duration and it is confirmed that the incident is satisfactorily resolved.
Canceled	Incident was triaged but found to be a duplicate incident, an unnecessary incident, or not an incident at all.

Incident Management is responsible for managing the life cycle of incidents, from creation to closure.

Table 1. Incident states
State	Description
New	Incident is logged but not yet triaged.
In progress	Incident is assigned and is being investigated.
On Hold	The responsibility for the incident shifts temporarily to another entity to provide further information, evidence, or a resolution. When you select the On Hold option, the On hold reason choice list appears. If the On hold reason is Awaiting Caller, the Additional comments becomes mandatory. Note: If the caller updates the incident, the On hold reason field is cleared and the state of the incident is changed to In Progress. An email notification is sent to the user in the Assigned to field as well as to the users in the Watch list. An incident can be placed in the On hold state one or more times prior to being closed.
Resolved	A satisfactory fix is provided for the incident to ensure that it does not occur again.
Closed	Incident is marked Closed after it is in the Resolved state for a specific duration and it is confirmed that the incident is satisfactorily resolved.
Canceled	Incident was triaged but found to be a duplicate incident, an unnecessary incident, or not an incident at all.

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Life cycle of an Incident

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