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? ???
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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-----BEGIN PGP SIGNED MESSAGE----- Hash: SHA1 BCWINFO schrieb:
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?
...yes - that's the default behaviour. regards, Torsten Thau - -- Torsten Thau, Dipl. Inform. c.a.p.e. IT Labs GbR - Annaberger Str. 240 - D-09125 Chemnitz phone: +49 371 5347 623 cell: +49 176 66 680 680 personal pgp-key: 0x93E0A174 fax: +49 371 5347 625 http://www.cape-it.de -----BEGIN PGP SIGNATURE----- Version: GnuPG v1.4.6 (GNU/Linux) iD8DBQFH2BfbvXo8m5PgoXQRAu93AJ92mjzFnVWwPeV1qgYBDhRxO4y5JACfZuCe KEEQQSJ9E0LzJ65t5NPlVhc= =5ZQY -----END PGP SIGNATURE-----
participants (3)
-
BCWINFO -
LQ Marshall -
Torsten Thau