Status Types
The following table lists the status types an incident can be assigned.
| Open | The incident is being actively investigated for a resolution. The time during which an incident is open is deducted from the maximum resolution time for the incident's priority level (as set in the Service Level Agreements Settings page). When the elapsed open time exceeds the priority's maximum resolution time, the incident is considered overdue. |
| Pending | Investigation of the incident has been temporarily suspended, usually because the investigator is waiting for information. The time during which an incident is pending is not deducted from the maximum resolution time for the incident's priority level. |
| Resolved | The incident has been resolved. An incident can be created and submitted as resolved. This typically occurs when the incident is resolved during the initial investigation. Depending on configuration, this status might require entering a Resolution Note. |