So, if I (an agent) use OTRS interface to create a ticket (e-mail ticket,
phone ticket, doesn't mind), its state will be OPEN. However, if ticket
comes into OTRS by a customer, then, its state will be NEW. Right?
On Wed, Mar 12, 2008 at 11:27 AM, LQ Marshall
Generically...
NEW -- just in from customer, not been acted upon OPEN -- ticket is still being worked, some action has been taken
------------------------------ *From:* otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] *On Behalf Of *BCWINFO *Sent:* Wednesday, March 12, 2008 9:16 AM *To:* User questions and discussions about OTRS.org *Subject:* [otrs] What is the difference between OPEN and NEW state?
???
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