Case Status item definitions:
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New - The Case has been recorded.
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Assigned - The Case has been assigned to a resolver group and is now waiting to be progressed.
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Active - Action is underway on resolving the Case.
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Awaiting Evidence - Action has temporarily halted while waiting for additional evidence to be obtained.
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Scheduled - Further actions cannot be carried out until a scheduled time.
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Suspended - Action has temporarily halted pending an event or time.
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Resolved - The Case is believed to be resolved. The service desk needs to confirm resolution with the call initiator prior to closing the Case. If the call initiator is not satisfied with the resolution, then the status is reset to assigned or active.
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Closed - The call initiator has verified that the Case is resolved and so the Case has been closed.