On Smanage currently I only see incident status as assigned,on hold, Awaiting Input,Closed and Resolved. I do feel a need of another status WIP(work in progress). Assigned by meaning only means the ticket has been assigned to somebody but whether or not the responsible person has started working on it is still not clear with the status. There may be time difference between when incident manager started working and when he replied to the incident and we want to access this time as well. Can any one please help if they have already done this setting in smanage.