ServiceNow Incident Status Definitions

ServiceNow uses the following incident statuses to track an incident's progress throughout its lifecycle:

• New (Email sent): Only for incidents that arrive by self-service or email. These have not been reviewed.
• Assigned: Assigned to an individual after having been initially looked at.
• Work in Progress:  Currently being worked on.
• Waiting on Customer (Email sent): Notified customer that we need an action or information from them. Pauses the SLA timer.
• Waiting on Partner: Waiting on a Service Partner. Does not pause the SLA timer.
• Waiting on Vendor:  Waiting on party external to the University.  Does not pause the SLA timer.
• Customer Responded: Caller has update the ticket via email or self-service portal.
• Partner Responded: Service Partner has responded, but no action has been taken on ticket yet. 
• Customer Reopened: Customer has updated ticket after it has been resolved, but before it was closed.
• Follow-up Scheduled: Agent has scheduled a follow-up with the customer at a later date. Pauses SLA timer.
• Resolved (Email sent): Issue has been resolved. Pauses the SLA timer.
• Closed (AUTOMATED):  Set by system 5 days after resolved. Cannot be reopened. 

When does the system change the incident status to 'Customer Responded'?

When an email is sent to the incident, the status will be set to 'Customer Responded' when:

1. the email comes from the caller
2. the email comes from the 'Primary' email of someone on the watchlist
3. the email comes from an email address that has been added to the watchlist
4. the caller or someone on the watchlist updates the incident from within the ServiceNow incident form

Note:  If a Google Group (e.g., xxx@lists.berkeley.edu) is on the watchlist, an email from an individual member of that Google Group will not set the status to 'Customer Responded'.