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Incident Statuses and Life Cycle

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edited Dec 31, 2017 1:14PM in Agent Desktop 10 comments

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Hello experts,

How many incident statuses you use in your incident life cycle. For example, this is what I am thinking:

  • On creation: Status = New
  • On Queue/User Assignment: Status = Assignment
  • If need more info form customer: Status = Need more info
  • On Resolution: Status = Resolved

Please comment and guide about best practice.

Thanks

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