Problem State Model

The following diagram illustrates the state model of problems.

State description

The following table lists and describes the states available for problems.

State	Description	Available transitions
Registered	The problem is detected and recorded, but not yet categorized.	Assigned In progress Completed Known error*
Assigned	The problem is categorized and assigned to a relevant person or group.	In progress Postponed Completed Known error*
In progress	The agent started working on the problem.	Assigned Postponed Completed Known error*
Postponed	Resolution of the problem is postponed for a known period. If the problem affects business functions, it must at least have a temporary workaround.	Assigned In progress Known error*
Known Error	The problem automatically transitions into this state if: A user added an Actual or Fixed known error to the problem record and saved it. OR The known error record related to the problem is approved and becomes Actual. AND the problem is not in the Completed or Closed state. This state cannot be manually selected in the State field.	Registered Assigned In progress Postponed Closed
Completed	The work on the problem is Completed when the agent has come up with a permanent solution for the issue. In this case, the state has to be changed to Completed, so that the caller could perform the testing. If the tests are successful, the problem has to be Closed.	Assigned Closed
Closed	After the problem is resolved, it has to be Closed. Only a problem manager can do it.

* Only automatic transition to this state is possible, when an Actual or Fixed known error is attached to the problem.