Selecting a Status

There are three basic status levels for Incident and Change records: Open, Closed, and Suspended. Problem functionality utilizes the Open and Closed status levels. Different labels can be set up in the Configuration module for those status levels. Use the Closed status to close a record. After using the Closed status to close an incident, the Reopen option will appear on the Incident menu for reopening the incident.

Note that a status may be configured to be automatically assigned or restricted for templates and support representative groups.