We operate our NOC almost entirely vi RT. That is, rather than calling,
when one of our customers has an issue, they open a ticket which gets routed
internally to an engineer.
What I would like to do is, when that engineer finishes the ticket, he
should assign it back to the requestor with a status of ‘closed’…not
’resolved’. The customer then has the ability to change status to resolved
only when the issue is truly resolved to their satisfaction.
Is there a way to add another status to the system? Is there a workaround
which others have found helpful?