RT customization questions

RT Users
1

Hi everyone,

Is it possible to add a new ticket status to RT, like a “closed” status for
instance?

Is it possible to show ticket resolution time graphs by "working hours"
time? ie calculating the resolution time using only the working hours of the
week, say from 9 am to 6 pm?
Thanks in advance,

Regads,
Houcem

2

Is it possible to add a new ticket status to RT, like a “closed” status
for instance?

Yes, see http://requesttracker.wikia.com/wiki/CustomStatuses