Here’s how I understand it: “New” was created by a customer (via email or web interface), and has had no agent act upon it. “Open” was either created by an agent, or has been acted upon by an agent. Geoff From: otrs-bounces@otrs.org [mailto:otrs-bounces@otrs.org] On Behalf Of Jober Mijares Sent: Friday, July 30, 2010 9:24 AM To: otrs@otrs.org Subject: [otrs] Diference Hi, What is the diference between the ticket's states "NEW" and "OPEN" Thanks