[rt-users] new -> open

[Chris Scott]

It happens when you click on Open for a ticket.  Here is a copy of what we
send to our users to explain what the different status' are.  This is a
rewording of the docs description:


  [new]      - Request has been received by the system but has not been
               viewed by a technician
  [open]     - Request has been assigned to a technician and is being
               investigated
  [stalled]  - Request cannot currently be resolved and is being put on
               hold--any further correspondence will reopen the request
  [resolved] - Request resolved--any further correspondence will reopen
               the request
  [dead]     - Request has been deleted due to a duplicate request being
               submitted

Hope this helps,
Chris Scott
Host Orlando, Inc.
http://www.hostorlando.com/


-----Original Message-----
From: rt-users-admin at lists.fsck.com
[mailto:rt-users-admin at lists.fsck.com]On Behalf Of Darrell Hyde
Sent: Thursday, August 23, 2001 8:38 AM
To: Steve Poirier
Cc: rt-users at lists.fsck.com
Subject: Re: [rt-users] new -> open


So the transition from new -> open isn't an automated one spawned by a
particular action but rather an arbitrary one done manually according to
an orginizations particular procedure?

On Wed, 22 Aug 2001, Steve Poirier wrote:

> Hello,
>
> New is usually used when a ticket has not been touched. You decide the way
> your work in your company but usually everyone can take tickets. When a
> ticket has been asigned, it is not open. You can also have a
'TicketMaster'
> who will assign tickets to people. When a ticket has been assigned or
> manipulated, it is usually considered as open and not new. You decide the
> way you handle your support methodology but it's usually the way it works.
> New=virgin, open=going for it, resolved=orgasm   ;-)    dead=forgive me
babe
> stalled=a partner is going bad, but we're still waiting for this orgasm
>
> Regards,
>
> Steve
> __
> Steve Poirier
> Directeur développement / Project Manager
> Inet-Technologies inc.
>
> ----- Original Message -----
> From: "Darrell Hyde" <darrell at magpage.com>
> To: <rt-users at lists.fsck.com>
> Sent: Wednesday, August 22, 2001 11:31 PM
> Subject: [rt-users] new -> open
>
>
> > When exactly does a ticket go from being marked as new to being marked
as
> > open. It doesn't appear to be on the first correspodance or the first
> > reply from the requestor to the first correspondance or when the ticket
is
> > taken.
> >
> > Thanks!
> >
> > - Darrell
> >
> >
> > _______________________________________________
> > rt-users mailing list
> > rt-users at lists.fsck.com
> > http://lists.fsck.com/mailman/listinfo/rt-users
> >
>
>
> _______________________________________________
> rt-users mailing list
> rt-users at lists.fsck.com
> http://lists.fsck.com/mailman/listinfo/rt-users
>


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