| State | Function |
|---|
| New | New incident. Needs to be assigned to someone. |
| Active | Solutions for incidents are being worked on. |
| Awaiting Problem | Waiting for problem to emerge internally. |
| Awaiting User Info | Waiting for caller to respond with more information. |
| Awaiting Evidence | Waiting for potential fix to be verified as proper solution. ⚠️ Not waiting for user, waiting for internal evidence. |
| Resolved | Issue has been resolved. Caller confirms fix. Solution found. |
| Closed | Caller agrees for incident to be closed. |