[rt-users] Set status to open when ticket is taken

[Steve OBrien]

On Thu, 2009-04-16 at 16:52 -0700, Tom Lahti wrote:

> It's not really open until someone actually works on it, is it?  Seems like
> a semantic issue to me.  "New" means "its recorded and waiting for
> activity", "open" means "its being worked on".  If its just assigned and no
> activity, its not being worked on.  Seems a bit deceptive to preemptively
> set it to "open" without actually working on it.
That's exactly what I told them, but they told me that they pick up the
ticket and are working on it and then enter in the details when they are
done.

Thanks Much!
S