Custom states help to convey the progress or status of a change.
- Build custom states to help support your organization’s change management strategy and processes
- Create more transparency by providing:
- More visibility into the changes affecting your organization
- More detailed status reporting for your change stakeholders
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.