Keith Posted December 15, 2016 Share Posted December 15, 2016 When we create requests in the system they are automatically given an 'Open' status. However I notice that one of the status filters in 'New'. When and how is the New status used? Regards Keith Link to comment Share on other sites More sharing options...
m.vandun Posted December 15, 2016 Share Posted December 15, 2016 Hi @Keith, We currently assign a newly created ticket, via the BPM, with the status new to indicate that nobody is currently working on this ticket. When someone assigns the ticket to an agent the status is changed to open. Hope this helps. Regards, Mark 1 Link to comment Share on other sites More sharing options...
Martyn Houghton Posted December 15, 2016 Share Posted December 15, 2016 @Keith We too use the New status setting it in the BPM workflow. As @m.vandun it is cleared by some process such as putting on hold etc, but we also include steps in our workflow to change the status back to open as well. Cheers Martyn 1 Link to comment Share on other sites More sharing options...
Keith Posted December 15, 2016 Author Share Posted December 15, 2016 Thanks @m.vandun & @Martyn Houghton, So I have to explicitly mark it as new in the bpm. Whereas I am not doing anything currently to set as open. I had wondered if there was a system setting to set a default starting process but can look at doing this in the BPM. Thanks Keith Link to comment Share on other sites More sharing options...
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