Incident Lifecycle State Machine

stateDiagram-v2
    [*] --> draft
    draft --> submitted : Reporter Submits

    submitted --> unassigned : System Auto-Transition

    unassigned --> assigned : Team/Member Assigned

    assigned --> active : Member Begins Work
    assigned --> on_hold : Waiting for Info
    assigned --> resolved : Quick Resolution

    active --> on_hold : Paused / Waiting
    active --> resolved : Issue Resolved

    on_hold --> active : Resumed (has assignee)
    on_hold --> assigned : Resumed (no assignee)

    resolved --> closed : Auto-Close (5 biz days) or Manual
    resolved --> unresolved : Reporter Reopens (within 5 biz days)

    unresolved --> active : Re-Investigate

    closed --> [*]

    note right of draft
        12hr auto-expiry
        for abandoned drafts
    end note

    note right of on_hold
        Bidirectional: returns to
        active or assigned based
        on assignment state
    end note

    note left of unresolved
        Only reporter can reopen.
        Requires reason.
        5 business day window.
    end note

    note right of resolved
        Auto-closed after 5 business
        days with no interaction
        (BullMQ repeatable job)
    end note