Incident Status

The Incident Status page allows you to define or edit incident status values (for example, Open, Closed, Remediation) and to specify parameters that associate the status value with particular types of application behavior.

To open the Incident Status page:

  1. Open the Administration Menu page.

  2. Under the INCIDENT ADMIN heading, click Incident Status.

ClosedAdd an Incident Status

Adding an incident status allows you to create a new status value. To add an incident status:

  1. In the New Incident Status field, enter a name for the new status.

  2. Click ADD.

    A dialog box opens asking you to confirm your choice.

  3. Click OK.

ClosedEdit an Incident Status

You can edit an incident status. Editing an incident status allows you to modify status values and to define the application behavior associated with that status.

  1. In the Incident Status field, select the value you want to edit.

    The current definition of the selected status is displayed.

  2. To rename the status, enter a value in the Rename field.

    All existing incidents will be updated to reflect the new name.

  3. Enter a value in the Tab Order field.

    The Tab Order indicates the position, in menus, where this value will be listed. Lower numbered values are displayed toward the top of the list. Values will the same tab order will be sorted alphabetically.

  4. In the Default Open Status field, select a value.

    Selecting Yes indicates that this status value will automatically be assigned to new incidents when they are created. There can only be one incident status value that is designated as the Default Open Status.

  5. In the Closing Status field, select a value.

    Selecting Yes causes the system to assign this status to incidents when they are closed. There can only be one incident status value that is designated as the Closing Status.

  6. In the Entered In Error field, select a value.

    Setting this flag to Yes marks an incident with this status as having been created in error and will not be completed.

  7. In the Active field, select Yes to make this status active.

    Inactive status values are retained in the system but are not displayed to users.

  8. Click UPDATE.

ClosedDelete an Incident Status

Incident status values that have not been used can be deleted from the system.

Incident status values that have been associated with incidents cannot be deleted, but they can be inactivated to prevent users from accessing them.

To delete an incident status type:

  1. In the Incident Status field, select the value to delete.

  2. Click DELETE.

    A dialog box opens asking you to confirm your choice.

  3. Click OK.

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