Changing incident status

There is a column for status available in the incident list. In addition, when you select an incident, its status is displayed in the incident details.

To change the status of an incident:

  1. Select one or more incidents. Note that if you want to apply the action to all the filtered incidents, there is no need to make any selections.
  2. From the toolbar, select Workflow > Change Status.
  3. Select a new status from the menu.
  4. Select a Change Status option:
    • Select Selected incidents to change the status of only the incidents you selected in the list.
    • Select All filtered incidents to change the status of all filtered incidents in the list.

There are 5 predefined statuses:

Flag Label Definition
New An administrator has not acted on this incident yet.
In Process An administrator is reviewing this incident.
Closed This incident was reviewed and closed by an administrator.
False Positive An administrator identified this incident as a false positive or unintended match.
Escalated The incident was escalated to a manager or other person.

Although you cannot change these statuses, you can add and maintain up to 17 more. To add a new status:

  1. Select Workflow > Change Status > Edit Statuses.
  2. Click New in the resulting window.
  3. Enter a name for the status. It must be unique and fewer than 32 characters.
  4. Enter a description for the status, up to 1024 characters.
  5. Select from one of 12 available flags. If you add more than 12 statuses, you must reuse a flag.
  6. Click OK.

The new status is added to the top of the status list. Rearrange the order of the list by selecting a status and clicking the up or down arrow. The order is reflected in reports and in the incident list when it’s sorted by the status column.

Click a status name to edit its properties (predefined statuses are uneditable). If you rename a status, all incidents with that status are updated with the new name.

If you delete a status, incidents with that status retain their designation; however, the status is no longer available in report filters.