Problem States

Unlike Incident Statuses, Problem States change infrequently and are not dependent on workflow actions (such as an update from a client), which is why the decision was made to use the term state (current condition of an object) versus status (an outcome of an action).

The five Problem States:

  • Open – This is the default. The problem will remain in this state until either
    • A change (RFC) has been created,
    • The Problem is, and will remain, a Known Error, or
    • The Problem has been Closed/Resolved or Cancelled
  • Pending Change – state will automatically change when an RFC is created from this Problem
  • Known Error – user will manually change the Problem State field if this Problem is a known error.
    • The Known Error check box will also become mandatory at this time. 
  • Closed/Resolved – user will manually change the Problem State field when the Problem has been fixed and is no longer occurring.
  • Cancelled – user will manually place the Problem into cancelled status to note that it was no longer necessary or a duplicate.