In Falcon, what is the "Work Status" field?

Note: A project is underway to replace Falcon with a service desk system from Numara Software called Footprints, scheduled to be in full production in early summer 2009. For more information, see the Service desk implementation project page.

In Falcon, the "Work Status" field depicts the current phase of an incident in the resolution process. The following table lists the most commonly used "Work Status" fields and the corresponding phase in the resolution process:

Work Status	Phase in resolution process
Pending Call	Waiting for a phone call from a resource
Open	Waiting for consultant to research
Work in progress	Currently being researched by consultant
Pending other	Waiting for information from someone other than the consultant or the customer
Return	Returned to an assignment group for additional information
Resolved	Resolution has been found for the problem
Pending vendor	Waiting for information from the owner
Pending customer	Waiting for information from the customer
Closed	Problem is resolved and ticket is closed
Referred	Referred customer's problem to another assignment group or individual
Scheduled	Media equipment request has been confirmed and is scheduled
Waiting	Waiting for consultant to research, similar to Open
Approved
Completed	Incident is completed, but was not necessarily resolved
Cancelled	Media equipment request was cancelled

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Last modified on September 25, 2008.

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