State Transitions Reference

This section contains the default state transitions for the major business objects.

Your administrator can create additional statuses to meet your the business needs of your organization.

From state	To state	When ...
Logged	Active	The incident is submitted from the Self Service or from an email in a logged state and is set to active when the Service Desk Analyst opens and saves the incident.
Active	Waiting for 3rd party	A vendor is assigned to the incident.
Active	Waiting for resolution	Incident identified as a problem.
Active	Waiting for customer	Information is needed from the customer, based on the service desk analysis.
Waiting for 3rd party	Waiting for customer	Information is needed from the customer, based on the analysis of the vendor.
Waiting for customer	Waiting for 3rd party	The vendor is assigned the incident based on additional information from the customer.
Waiting for 3rd party	Waiting for resolution	The vendor identifies the incident as a problem.
Waiting for 3rd party	Resolved	The vendor resolves the incident.
Waiting for customer	Waiting for resolution	Additional information from the customer identifies the incident as a problem.
Waiting for customer	Resolved	Additional information from the customer resolved the incident.
Active	Resolved	The incident is resolved; typically a first-call resolution.
Waiting for resolution	Resolved	The problem is resolved.
Resolved	Closed	The resolution is successful.

Default Problem State Transitions

From state	To state	When ...
	Logged	The problem is initially submitted.
Logged	Investigation	The assigned owner has started investigating the problem.
Logged	Canceled	The Problem Manager cancels the logged problem.
Investigation	Identified	The investigation has been completed and remedial measures or a workaround has been identified.
Investigation	Canceled	The Problem Manager cancels the problem under investigation.
Identified	Active	The problem is identified as a new problem and is ready to be worked on.
Identified	Canceled	The Problem Manager cancels the problem.
Active	Waiting for 3rd party	The fix for the problem is due from a vendor.
Active	Waiting for resource	The fix for the problem is on hold, pending a replacement item or an individual or team to perform certain actions.
Active	Canceled	The Problem Manager cancels the problem.
Waiting for 3rd party	Waiting for resource	The third party, when asked to perform certain services, might need a replacement item or an individual or team to perform certain actions.
Waiting for resource	Waiting for 3rd party	The resource becomes available and the third party completes the purchase or installation, as might be needed.
Waiting for 3rd party	Resolved	The action from the third party completes the fix.
Waiting for resource	Resolved	The allocated resource is commissioned and completes the fix.
Active	Resolved	The immediate solution is identified and communicated from a diagnosis.
Resolved	Closed	The fix is verified and the problem is closed, or the problem is auto-closed from another module, such as Release Management or CMDB, irrespective of the current state of the problem.

Default Release State Transitions

The administrator can create additional statuses to meet the business needs of your organization.

From state	To state	When ...
	Draft	Release is in draft state. The user creating the release in is gathering information to add to the release record.
Draft	Requested	Change Manager updates a draft release to requested state when the release record is ready to be worked on.
Requested	Active	Release Manager accepts the release request and starts working on the release.
Active	Waiting	Release is on hold.
Waiting	Closed	Release is completed, and has been validated by all linked milestones being completed.
Draft	Canceled	Change Manager or Release Manager cancels the draft release.
Requested	Canceled	Release is canceled.
Active	Canceled	Release is canceled.
Waiting	Canceled	Release is canceled.

Default Knowledge State Transitions

State	Description	Notifications	Roles
Draft	Articles are set to draft state when initially created. Articles in draft state are not searchable by Self Service users, but can be searched by other users.	Knowledge Manager when article is saved	SDA Knowledge Manager SDM
In Review	Articles are set to in review when the owner is ready to have it reviewed. Articles in this state are not searchable by Self Service users, but can be searched by other users. In review starts the knowledge approval workflow.	No notifications	SDA Knowledge Manager SDM
Reviewed	Article has been approved.	Knowledge Manager	Knowledge Manager
Published	Set to this state when the reviewed article is updated to published status, which means that it is available on Self Service. The article cannot be updated, except by users having Knowledge Manager and Knowledge Engineer permissions.	Knowledge Manager Article Owner	Knowledge Manager
Expired	The article is obsolete but can be searched for by internal users.	Knowledge Manager	Knowledge Manager
Archived	The article is no longer part of the knowledge repository. It is searchable only by the Knowledge Manager.	Knowledge Manager	Knowledge Manager
Rejected	The article has been rejected after review.	Article Owner	Knowledge Manager

Default Task State Transitions

Default State Transitions for Tasks

State	Description
Accept	The user has accepted the task and takes ownership.
Cancel	The task has been canceled and is no longer valid.
Complete	The task has been successfully finished.
Continue	The task is moved out of Waiting and the clock continues running. The task is automatically assigned to the user who clicks Continue.
Logged	The task has been added to the log file.
Reassign	The task has been forwarded to a new owner.
Rejected	The task has been refused by the owner and is no longer valid.
Waiting	The owner has placed the task on hold, waiting for further action or information. The clock is placed on hold.

Default Service Request Transitions

Following shows the default state transitions for service requests.

State	Description	Roles
Active	Initial state Service Desk Analyst opens the service request form from HEAT to create a new service request on behalf of a customer. When a Service Desk Analyst opens and updates the service request created by a customer in Self Service.	SDA SDM
Approval Rejected	The service request rejected by the approver set up for the request offering.
Approved	The service request approved by the approver set up for the request offering.	SDA SDM
Canceled	The service request is terminated without completion.
Closed	The service request is closed after a certain amount of time, or it is closed by the user after it has been fulfilled.	SDA SDM
Draft	The record is saved, but no workflow is initiated and no notifications are sent. Self Service users set this with the Save for Later button.	SDA SDM
Fulfilled	Updated by the Service Desk Analyst when the request has been met.	SDA SDM
Submitted	The service request is created in Self Service.	SDA SDM
Waiting for 3rd party	The service request is on hold, pending some action from a vendor or another third party.	SDA SDM
Waiting for customer	The service request is on hold, pending information or some action from the customer.	SDA SDM