creating a new queue closed and moving ticket between queues ?<br><br><div class="gmail_quote">On Mon, Jan 11, 2010 at 7:12 PM, Stein Erik Berget <span dir="ltr">&lt;<a href="mailto:otrs@berget.org">otrs@berget.org</a>&gt;</span> wrote:<br>

<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex;">On Mon, 11 Jan 2010 16:16:39 +0100, Axel Christ &lt;<a href="mailto:ach@crossconsense.de" target="_blank">ach@crossconsense.de</a>&gt;<br>


wrote:<br>
<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
That would be neither closed nor open, it would be a pending state!<br>
</blockquote>
<br>
No it wont be :-) This is how we would like to handle &#39;problems&#39; and<br>
&#39;changes&#39; according to our ITIL effort. Having it in a &#39;pending&#39; state<br>
messes up the escalation feature, and &#39;pollutes&#39; the searches for my<br>
agents. As far as they care this ticket/incident is out of their hands,<br>
they have done what they can do.<br>
<br>
<br>
<blockquote class="gmail_quote" style="margin:0 0 0 .8ex;border-left:1px #ccc solid;padding-left:1ex">
Cheers,<br>
</blockquote>
<br>
Thank you for the suggestion!<br>
<br>
-- <br>
Stein Erik<br>
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</blockquote></div><br>