When is the "New" status used?

[Keith]

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

[m.vandun]

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

[Martyn Houghton]

@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

[Keith]

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