Status progression

ITSMA Service Management applications have a logical status progression as a Service Desk Interaction, Change, Change Task, Problem, Problem Task, Request, or Request Task moves through its individual life cycle. The following table describes the out-of-box status values that Service Management assigns to these applications.

Application Status progression
Change Management (Change)

Initial

Closed

Change Management (Change Task)

Planned

Ready

Assigned

In Progress

Completed

Completed with Problems

Canceled

Withdrawn

Failed

Blocked

Incident Management

Categorize

Assign

Work In Progress

Pending Customer

Pending Evidence

Pending Vendor/Supplier

Pending Other

Resolved

Suspended

Closed

Problem Management (Problem)

Open

Categorize

Assign

Work In Progress

Deferred

Pending

Resolved

Closed

Problem Management (Problem Task)

Planned

Ready

Assigned

Work In Progress

Pending

Pending Review

Closed

Service Desk

Open

Categorize

Assign

In Progress

Dispatched

Resolved

Suspended

Withdrawal Requested

Closed

Request Fulfillment

Open

In Progress

Pending Customer

Suspended

Fulfilled

Closed

Ordering

Closed

Request Fulfillment (Request Task)

Planned

Ready

In Progress

Pending Customer

Pending Vendor/Supplier

CMDB Update

Pending Review

Canceled

Closed