New between Open

RT Users
1

Hello,

can someone explain the different between the Ticket State “new” and
"open" ?

Thank you

Greetings from Germany

Ingo von Itter

Geschäftsführer: Rolf Herzog, Thomas Benk
AGES Maut System GmbH & Co. KG
AG Düsseldorf HRA 14045, USt-IdNr.: DE 202525868
AGES International GmbH & Co. KG
AG Düsseldorf HRA 16636, USt-IdNr.: DE 813749831
AGES ETS GmbH
AG Düsseldorf HRB 55580, USt-IdNr.: DE 814789134

2

Hello,

can someone explain the different between the Ticket State “new” and
“open” ?

you can give it the meaning you wan’t, but standard RT workflow is:

a new ticket comes in → new
some people take or assign it
the owner start working on it → open
the owner is waiting for information → stalled
the owner has resolved the problem → resolved