Problem investigation lifecycle

Workflow stage

Status

Description

Identification and Classification

Draft

A potential Problem has been triggered from one of the many triggers and a Problem investigation is raised.

Review

Under Review

The Problem Investigation raised and awaiting approval to further investigation.

Review

Assigned

The ticket has been approved and assigned to a Specialist for further investigation.

Investigation and Diagnosis

Under Investigation

The Specialist is actively performing further analysis, such as root cause analysis and solution identification.

Resolution and Recovery

Completed

The primary and/or technical cause has been identified and the preferred resolution (or none) has been defined and accepted by the Problem Coordinator.

Closed

Closed

The preferred problem resolution has been defined, implemented and communicated.

Closed

Cancelled

The Problem is no longer being investigated and will not be reopened.

Various

Pending

At any workflow stage other that Cancelled or Closed, a Problem Ticket may be moved to a Status of Pending. The Pending Status indicates that the Problem is not actively being investigated at the time and effectively on hold. A ticket with a status of ?pending? must be moved to its previous status before the ticked can be progresses.

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