Custom states help to convey the progress or status of an incident or change. This feature enables you to rename states provided out of the box, or create custom states for both your incidents and changes. Additionally you can change the order in which these states appear in the dropdown menu.
For incident states, you can determine if the custom states can be applied to SLA rules by checking the "Apply SLA" box, found to the right of each state.
Let’s review the path of various ‘states’ an incident goes through from creation to resolved:
All incidents created via Email, Service Portal, Web, API are by default are defined as New
Once an assignee is assigned to the incident, the state changes from New to reflect Assigned
You can set the state to Awaiting Input and this will trigger “To first response” metric
Once an incident is marked as Resolved, a CSAT survey trigger will be activated
If there is no correspondence over a specified period of time, an incident can automatically be changed to a Closed state.
SLA rules apply regardless of the state of the incident.