Here’s an overview of the typical incident states in ServiceNow:

1. New: The initial state when an incident is created. At this point, the incident is logged but not yet assigned.

2. In Progress: This state indicates that the incident has been assigned to a technician or team and work has begun to resolve it.

3. On Hold: This state is used when the incident resolution is blocked or waiting for something. There are usually sub-states to specify why it’s on hold, such as:

   • Awaiting User Info: Waiting for additional information from the user.
   • Awaiting Evidence: Waiting for necessary evidence or documentation.
   • Awaiting Vendor: Waiting for a response or action from a third-party vendor.

4. Resolved: The issue has been addressed, but it’s not closed yet. In this state, the resolution is typically communicated to the user, and confirmation is awaited.

5. Closed: The final state of the incident. This state is used when the incident is resolved to the satisfaction of the user, or if it’s determined that no further action is possible or necessary.

6. Canceled: This state is used if the incident is deemed to be invalid, a duplicate, or not requiring any action.