The incident lifecycle bar varies with the type of customer and maintenance contract. The current state of an incident is highlighted in the lifecycle bar.

Once submitted, an Incident is waiting to be attended to by the appropriate maintenance contractor. For SAP based contracts incidents will automatically be moved to the Awaiting Visit state when SAP allocates the incident to an engineer. When ready, the field engineer will attend site and will change the state of the Incident by clicking on the Progress button (or equivalent option on a mobile device).

The engineer will fill in the details in the Resolution section of the Incident during and after the remedial actions and when complete will Click on the Close button.

If the Incident has been remedied but further action will be required, it can be placed into a Temporary Clear state (using the Temp Clear button) from which it can subsequently be Closed when all work is complete.

Customers have the option to "approve" the closure of Incidents. The list of recently closed items can be seen by clicking on the "Incidents Closed This Month" option under the Incidents header. To approve the closure, select a closed Incident from the list and click on the Confirm button. By taking this action it is possible in some grids to filter and distinguish between unconfirmed and confirmed closed Incidents.