What are transitions and roles for an incident?

This article informs you about the different default transitions available for each role.

TRANSITIONS AND ROLES:

Incidents can (by default) only be created by onsite technicians (support requesters) who are only able to see the incidents they are involved in. Remote experts (supporters) can see incidents with the status open and the ones they are involved in.

 

The following table gives you an overview of the incident transitions and which roles are able to perform them by default:

 

INCIDENT TRANSITIONS / 
ROLES

TECHNICIAN EXPERT
Create

Accept

Close
Re-Open

 

For a better understanding of the lifecycle of an incident, the graphic below depicts which status types an incident can have and which transitions lead to which status:

Life Cycle