So, if I (an agent) use OTRS interface to create a ticket (e-mail ticket, phone ticket, doesn&#39;t mind), its state will be OPEN. However, if ticket comes into OTRS by a customer, then, its state will be NEW. Right?<br><br>

<div class="gmail_quote">On Wed, Mar 12, 2008 at 11:27 AM, LQ Marshall &lt;<a href="mailto:qmarshall@inetspace.net">qmarshall@inetspace.net</a>&gt; wrote:<br>
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<div dir="ltr" align="left"><span><font face="Arial" color="#0000ff" size="2">Generically...</font></span></div>
<div dir="ltr" align="left"><span><font face="Arial" color="#0000ff" size="2"></font></span>&nbsp;</div>
<div dir="ltr" align="left"><span><font face="Arial" color="#0000ff" size="2">&nbsp;&nbsp;&nbsp; NEW -- just in from customer, not been acted upon</font></span></div>
<div dir="ltr" align="left"><span><font face="Arial" color="#0000ff" size="2">&nbsp;&nbsp;&nbsp; OPEN -- ticket is still being worked, some action has been taken</font></span></div>
<div dir="ltr" align="left"><span><font face="Arial" color="#0000ff" size="2"></font></span>&nbsp;</div>
<div dir="ltr" align="left"><span><font face="Arial" color="#0000ff" size="2"></font></span>&nbsp;</div><br>
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<font face="Tahoma" size="2"><b>From:</b> <a href="mailto:otrs-bounces@otrs.org" target="_blank">otrs-bounces@otrs.org</a> [mailto:<a href="mailto:otrs-bounces@otrs.org" target="_blank">otrs-bounces@otrs.org</a>] <b>On Behalf Of </b>BCWINFO<br>
<b>Sent:</b> Wednesday, March 12, 2008 9:16 AM<br><b>To:</b> User questions and discussions about OTRS.org<br><b>Subject:</b> [otrs] What is the difference between OPEN and NEW state?<br></font><br></div>
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