SRM incident states

concept brazil Updated Sep 10, 2026 1 min read sr-incident-states.md

Incidents can be in a few different states depending on how they are acted on.

An incident is created in SRM when a third-party monitoring tool has an event. Incidents can be manually created or assigned. Edit actions from the incident form using the state button in the form. Use the Save button in the form to keep any changes you've made. Changes to incidents in the list view are automatically saved.

State	Description
New	State on incident creation. The incident is logged but not yet worked on.
In Progress	The incident is assigned being worked on.
On Hold	The responsibility for the incident shifts temporarily to another entity to provide further information, evidence, or a resolution.
Resolved	A satisfactory fix is provided for the incident to ensure that it does not occur again.
Closed	The incident is closed when it is confirmed that the incident is satisfactorily resolved.
Canceled	Incident was triaged but found to be a duplicate incident, an unnecessary incident, or not an incident at all.To reopen an incident. Select New.

**Parent Topic:**[Service Reliability Management reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/service-reliability-management/service-reliability-management-reference.md)

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---
title: SRM incident states
description: Incidents can be in a few different states depending on how they are acted on.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-operations-management/service-reliability-management/sr-incident-states.html
release: brazil
product: Service Reliability Management
classification: service-reliability-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Service Reliability Management reference, Service Reliability Management, ITOM AIOps, IT Operations Management]
---

# SRM incident states

Incidents can be in a few different states depending on how they are acted on.

An incident is created in SRM when a third-party monitoring tool has an event. Incidents can be manually created or assigned. Edit actions from the incident form using the state button in the form. Use the **Save** button in the form to keep any changes you've made. Changes to incidents in the list view are automatically saved.

<table id="table_hsr_mfq_hbrr"><thead><tr><th>

State

</th><th>

Description

</th></tr></thead><tbody><tr><td>

New

</td><td>

State on incident creation. The incident is logged but not yet worked on.

</td></tr><tr><td>

In Progress

</td><td>

The incident is assigned being worked on.

</td></tr><tr><td>

On Hold

</td><td>

The responsibility for the incident shifts temporarily to another entity to provide further information, evidence, or a resolution.

</td></tr><tr><td>

Resolved

</td><td>

A satisfactory fix is provided for the incident to ensure that it does not occur again.

</td></tr><tr><td>

Closed

</td><td>

The incident is closed when it is confirmed that the incident is satisfactorily resolved.

</td></tr><tr><td>

Canceled

</td><td>

Incident was triaged but found to be a duplicate incident, an unnecessary incident, or not an incident at all.To reopen an incident. Select **New**.

</td></tr></tbody>
</table>**Parent Topic:**[Service Reliability Management reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-operations-management/service-reliability-management/service-reliability-management-reference.md)