WiscIT- Incident, Service Request, and Change Status Definitions
Incident Statuses
New
The incident has just been created either by a technologist or through the self service portal. Incidents need to move to from the new to active status first before going to a different status.
Active
The incident is being worked on by a help desk agent or technologist.
Needs Attention
Something has changed in the incident that requires technologist attention. This can include but is not limited to: A requestor has replied to the incident, another technologist has added notes to the incident and set the status to needs attention, the incident has been assigned to a new team, the incident has reached the response watch inactivity window, etc.
Awaiting Customer Reply
A technologist has reached out to the customer on the incident and is waiting to hear back from them in order to move the work forward. Incidents that are in this status for 2 weeks with no response will automatically resolve.
Awaiting - Review Scheduled
The incident is waiting on something that will take a longer time than typical. For example a technologist received an estimate from the vendor that a resolution will take about a month. The technologist can use this status to hold the ticket along with a future date to review it and pause the response watch automations.
Awaiting - Problem Resolution
The incident has been linked to a problem that is being tracked and worked on. Oftentimes, but not always, there is a corresponding outage. The incident will resolve when the problem is resolved.
Awaiting - HD callback
The incident has been assigned to the DoIT help desk for a call back and is in queue to have an agent assigned and reach out.
Resolved
Work has been completed on the incident or it has been resolved due to inactivity while waiting for a requestor to reply. The incident can still be re-opened if it is in this status.
Closed
The incident has been in the resolved status for [[insert time frame]] and can no longer be re-opened or edited.
Cancelled
The incident can’t be resolved. For example someone reporting an issue accessing something but they are not allowed to access it since they don’t have the permissions to nor is it something they can request access to.
Service Request Statuses
New
The service request has just been submitted either by a technologist or through the self service portal. The new status is also what triggers workflow automations connected to the service request. Service requests need to move to from the new to active status first before going to a different status.
Active
The service request is being worked on or reviewed by a help desk agent or technologist.
Needs Attention
Something has changed in the service request that requires technologist attention. This can include but is not limited to: A requestor has replied to the service request, another technologist has added notes to the service request and set the status to needs attention, the service request has been assigned to a new team, etc.
Awaiting Customer Reply
A technologist has reached out to the requestor and is waiting to hear back from them in order to move the work forward.
Awaiting - Review Scheduled
The service request is waiting on something that will take a longer time than typical. For example the request is for a new employee but they are not scheduled to start for another month and the request can’t be fulfilled until then. The technologist can use this status to hold the service request along with a future date to review it so it doesn’t fall off the radar completely.
Awaiting - HD callback
The service request has been assigned to the help desk for a call back and is in queue to have an agent assigned and reach out.
Resolved
Work has been completed on the service request.
Closed
The service request has been in the resolved status for a set period of time and can no longer be re-opened or edited.
Cancelled
The service request can’t be resolved or fulfilled. For example someone accidentally requested the wrong thing and asks for the request to be cancelled or they are referred to the correct service request for what they are looking for.
Change Request Statuses
Active
Indicates that a Standard Change Template has been approved and can be used to create a Standard Change Request.
Inactive
Indicates that a Standard Change Template has not been approved and can not be used to create a Standard Change Request.
Draft
The Change Request has been created but has not been submitted yet.
Pending Approval
The Change Request has been submitted and is awaiting approval.
Approved and Scheduled
The Change Request has been approved and is waiting for its Start Date to begin implementation.
Implementation in Progress
The Change Request is past its Start Date and is within its implementation window.
Implementation Complete
The Change Request is past its implementation window and the change has been completed.
Closed
The Change Request has been completed.
Cancelled
The Change Request has been cancelled and is no longer planned.
Rescheduled
The change will be rescheduled to a new date/time and has or will have a new Change Request with the updated time and details.