While working on an Incident Record you may want to provide a way to describe different scenarios that occur while this incident is open. This might be to describe what is currently being done to progress the incident, or possibly to display who needs to action the incident next.
Hornbill Service Manager allows you to create and manage sub-statuses not only provide this type of description, but also to set if the incident should be on-hold during that time.
Automation can be set up to change the sub-status based on when a customer either update the incident on Self Service or if the customer sends an update by email to the Service Desk.
