Here are the typical incident states in ServiceNow:

1. New: When an incident is initially reported, it is assigned the “New” state. This state indicates that the incident has been logged and is awaiting assignment to a support group or technician.

2. Assigned: After the incident is assigned to a support group or technician, it moves to the “Assigned” state. This state signifies that the incident is actively being worked on by a designated individual or team.

3. Work in Progress: When the assigned support group or technician begins working on the incident, it transitions to the “Work in Progress” state. This state indicates that active troubleshooting and resolution efforts are underway.

4. On Hold: In some cases, an incident may be temporarily placed in the “On Hold” state. This typically happens when additional information is required from the user or when there is a need to pause work on the incident temporarily.

5. Resolved: Once the incident has been successfully resolved and the issue is considered fixed, it enters the “Resolved” state. In this state, the assigned technician or support team has completed the necessary actions to address the reported problem.

6. Closed: After an incident is resolved, it undergoes a final review and verification process. If the resolution is confirmed, the incident is moved to the “Closed” state, indicating that it is officially closed, and no further action is required.

7. Canceled: Sometimes, an incident may be canceled if it turns out to be a duplicate, a false alarm, or if no further action is needed. The “Canceled” state signifies that the incident has been canceled without being resolved.

8. Awaiting User Input: If additional information or input is required from the user or requester to continue working on the incident, it may be placed in the “Awaiting User Input” state until the necessary details are provided.

9. Reopened: In cases where an incident was previously closed but the reported issue resurfaces or was not fully resolved, it can be reopened. This state indicates that the incident has been reactivated for further investigation and resolution.

10. In Review: After an incident is resolved, it may go through a review process to ensure that all necessary steps were taken and that the resolution meets the required quality standards. This “In Review” state allows for additional scrutiny before final closure.