[otrs] New changes to open

A fast question, When does a ticket change from "new" to "open"? I told my employer that I thought it was when there was an owner other than the system, but no response. That didn't seem to be it though. Is it when a ticket has an owner and unlocks? OTRS really needs a separate Users Manual. The online manual is pretty good at answering configuration questions, but a brief explanation and best usage for each feature would make training non-administrating non-customer user far easier. Thanks. Keith