New -> open

RT Users
1

When exactly does a ticket go from being marked as new to being marked as
open. It doesn’t appear to be on the first correspodance or the first
reply from the requestor to the first correspondance or when the ticket is
taken.

Thanks!

  • Darrell
2

Hello,

New is usually used when a ticket has not been touched. You decide the way
your work in your company but usually everyone can take tickets. When a
ticket has been asigned, it is not open. You can also have a ‘TicketMaster’
who will assign tickets to people. When a ticket has been assigned or
manipulated, it is usually considered as open and not new. You decide the
way you handle your support methodology but it’s usually the way it works.
New=virgin, open=going for it, resolved=orgasm :wink: dead=forgive me babe
stalled=a partner is going bad, but we’re still waiting for this orgasm

Regards,

Steve
Steve Poirier
Directeur d�veloppement / Project Manager
Inet-Technologies inc.----- Original Message -----
From: “Darrell Hyde” darrell@magpage.com
To: rt-users@lists.fsck.com
Sent: Wednesday, August 22, 2001 11:31 PM
Subject: [rt-users] new → open

When exactly does a ticket go from being marked as new to being marked as
open. It doesn’t appear to be on the first correspodance or the first
reply from the requestor to the first correspondance or when the ticket is
taken.

Thanks!

  • Darrell

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

3

So the transition from new → open isn’t an automated one spawned by a
particular action but rather an arbitrary one done manually according to
an orginizations particular procedure?On Wed, 22 Aug 2001, Steve Poirier wrote:

Hello,

New is usually used when a ticket has not been touched. You decide the way
your work in your company but usually everyone can take tickets. When a
ticket has been asigned, it is not open. You can also have a ‘TicketMaster’
who will assign tickets to people. When a ticket has been assigned or
manipulated, it is usually considered as open and not new. You decide the
way you handle your support methodology but it’s usually the way it works.
New=virgin, open=going for it, resolved=orgasm :wink: dead=forgive me babe
stalled=a partner is going bad, but we’re still waiting for this orgasm

Regards,

Steve
__
Steve Poirier
Directeur développement / Project Manager
Inet-Technologies inc.

----- Original Message -----
From: “Darrell Hyde” darrell@magpage.com
To: rt-users@lists.fsck.com
Sent: Wednesday, August 22, 2001 11:31 PM
Subject: [rt-users] new → open

When exactly does a ticket go from being marked as new to being marked as
open. It doesn’t appear to be on the first correspodance or the first
reply from the requestor to the first correspondance or when the ticket is
taken.

Thanks!

  • Darrell

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

4

It happens when you click on Open for a ticket. Here is a copy of what we
send to our users to explain what the different status’ are. This is a
rewording of the docs description:

[new] - Request has been received by the system but has not been
viewed by a technician
[open] - Request has been assigned to a technician and is being
investigated
[stalled] - Request cannot currently be resolved and is being put on
hold–any further correspondence will reopen the request
[resolved] - Request resolved–any further correspondence will reopen
the request
[dead] - Request has been deleted due to a duplicate request being
submitted

Hope this helps,
Chris Scott
Host Orlando, Inc.
http://www.hostorlando.com/From: rt-users-admin@lists.fsck.com
[mailto:rt-users-admin@lists.fsck.com]On Behalf Of Darrell Hyde
Sent: Thursday, August 23, 2001 8:38 AM
To: Steve Poirier
Cc: rt-users@lists.fsck.com
Subject: Re: [rt-users] new → open

So the transition from new → open isn’t an automated one spawned by a
particular action but rather an arbitrary one done manually according to
an orginizations particular procedure?

Hello,

New is usually used when a ticket has not been touched. You decide the way
your work in your company but usually everyone can take tickets. When a
ticket has been asigned, it is not open. You can also have a
‘TicketMaster’
who will assign tickets to people. When a ticket has been assigned or
manipulated, it is usually considered as open and not new. You decide the
way you handle your support methodology but it’s usually the way it works.
New=virgin, open=going for it, resolved=orgasm :wink: dead=forgive me
babe
stalled=a partner is going bad, but we’re still waiting for this orgasm

Regards,

Steve
__
Steve Poirier
Directeur d�veloppement / Project Manager
Inet-Technologies inc.

----- Original Message -----
From: “Darrell Hyde” darrell@magpage.com
To: rt-users@lists.fsck.com
Sent: Wednesday, August 22, 2001 11:31 PM
Subject: [rt-users] new → open

When exactly does a ticket go from being marked as new to being marked
as
open. It doesn’t appear to be on the first correspodance or the first
reply from the requestor to the first correspondance or when the ticket
is
taken.

Thanks!

  • Darrell

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users

rt-users mailing list
rt-users@lists.fsck.com
http://lists.fsck.com/mailman/listinfo/rt-users