{"id":90366,"date":"2015-02-28T10:10:30","date_gmt":"2015-02-28T15:10:30","guid":{"rendered":"http:\/\/www.bu.edu\/tech\/?page_id=90366"},"modified":"2015-02-28T10:50:09","modified_gmt":"2015-02-28T15:50:09","slug":"problem-states","status":"publish","type":"page","link":"https:\/\/www.bu.edu\/tech\/about\/service\/problem-management\/managing-problem-tickets\/problem-states\/","title":{"rendered":"Problem States"},"content":{"rendered":"<h3>Problem States<\/h3>\n<p><span size=\"3\" color=\"black\" face=\"Cambria\">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). <\/span><\/p>\n<p><strong><span size=\"3\" color=\"black\" face=\"Cambria\">The five Problem States:<\/span><\/strong><\/p>\n<ul>\n<li><span size=\"3\" color=\"black\" face=\"Symbol\"><\/span><strong><span face=\"Cambria\">Open<\/span><\/strong><span face=\"Cambria\"> \u2013 This is the default. The problem will remain in this state until either<\/span>\n<ul>\n<li><span size=\"3\" color=\"black\" face=\"Courier New\"><\/span><span face=\"Cambria\">A change (RFC) has been created, <\/span><\/li>\n<li><span size=\"3\" color=\"black\" face=\"Courier New\"><\/span><span face=\"Cambria\">The Problem is, and will remain, a Known Error, or <\/span><\/li>\n<li><span size=\"3\" color=\"black\" face=\"Courier New\"><\/span><span face=\"Cambria\">The Problem has been Closed\/Resolved or Cancelled<\/span><\/li>\n<\/ul>\n<\/li>\n<li><span size=\"3\" color=\"black\" face=\"Symbol\"><\/span><strong><span face=\"Cambria\">Pending Change<\/span><\/strong><span face=\"Cambria\"> \u2013 state will automatically change when an RFC is created from this Problem<\/span><\/li>\n<li><span size=\"3\" color=\"black\" face=\"Symbol\"><\/span><strong><span face=\"Cambria\">Known Error<\/span><\/strong><span face=\"Cambria\"> \u2013 user will manually change the Problem State field if this Problem is a known error. <\/span>\n<ul>\n<li><span size=\"3\" color=\"black\" face=\"Courier New\"><\/span><span face=\"Cambria\">The Known Error check box will also become mandatory at this time.\u00a0<\/span><\/li>\n<\/ul>\n<\/li>\n<li><span size=\"3\" color=\"black\" face=\"Symbol\"><\/span><span face=\"Cambria\"><strong>Closed\/Resolved<\/strong> \u2013 user will manually change the Problem State field when the Problem has been fixed and is no longer occurring. <\/span><\/li>\n<li><span size=\"3\" color=\"black\" face=\"Symbol\"><\/span><span face=\"Cambria\"><strong>Cancelled<\/strong> \u2013 user will manually place the Problem into cancelled status to note that it was no longer necessary or a duplicate.<\/span><\/li>\n<\/ul>\n<div>\n<div>\n<div><\/div>\n<\/div>\n<\/div>\n<div><\/div>\n","protected":false},"excerpt":{"rendered":"<p>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 \u2013 This is&#8230;<\/p>\n","protected":false},"author":6721,"featured_media":0,"parent":90342,"menu_order":5,"comment_status":"closed","ping_status":"closed","template":"","meta":[],"_links":{"self":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/90366"}],"collection":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages"}],"about":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/types\/page"}],"author":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/users\/6721"}],"replies":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/comments?post=90366"}],"version-history":[{"count":4,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/90366\/revisions"}],"predecessor-version":[{"id":90376,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/90366\/revisions\/90376"}],"up":[{"embeddable":true,"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/pages\/90342"}],"wp:attachment":[{"href":"https:\/\/www.bu.edu\/tech\/wp-json\/wp\/v2\/media?parent=90366"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}