The physical status of an Incident indicates to the officer the current state of the call. On the customer portal, Incidents will display one of the following physical statuses:
· Pending Your Action: this means that you currently own the call. Incidents that are deferred or suspended will also display this physical status.
· Forward Internally: this means that the Incident has been forwarded to another officer or group. Any calls that have been forwarded internally or externally via the main application will display this physical status on the Customer Portal. Any calls that you log via the Portal will also display this physical status, since it is forwarded to your required officer/group.
· Pending External Action: this indicates that the call has been forwarded to an external officer/supplier.
· Forward For Comments: this means that the call has been forwarded to a closure group for comments.
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