Ticket states
A ticket's state indicates where it is in the OTRS workflow, the work performed on it, and the person currently responsible for it.
|
Item |
State |
Description |
|---|---|---|
|
1 |
New |
This is the initial state of all tickets. A ticket moves to open when there is a reply on the case from either the person who generated the ticket or MadCap Software Note: If you add additional information to the ticket after initially
creating it, the ticket moves to the
Open state. When MadCap Software Support catches these occurrences, they move the tickets
back to the New state. |
|
2 |
Open |
The ticket is currently in evaluation by MadCap Software |
|
3 |
Waiting for input |
The ticket awaits your response, typically after MadCap Software requests additional information or files related to the issue |
|
4 |
Resolved |
MadCap Software marks the ticket as resolved, usually after a bug fix that results in a released build |
|
5 |
Closed successful |
MadCap Software's solution or response solved the issue and that no further attention is needed |
|
6 |
Closed unsuccessful |
MadCap Software's solution or response did not solve the issue and it is unlikely that further work within the CCMS or associated applications will fully resolve the problem, such as a third-party product where you need to work with the vendor for resolution |