Hi,

We were thinking of switching our help desk system over to PerlDesk.
We installed it, modified it, added stuff, etc.
In short, I think it's a great system.

However, there is one thing that I can't figure out.
When does a ticket become 'open'? I've had tickets sit in the que for days, and they are still under the 'new' section.
What makes a ticket 'open'?

Does anyone know this?

Thanks

I think you have to actually, respond to it.

Thanks, but it doesn't seem so.
I have some tickets with a ton of responses, and they are still 'new'. While others with no responses are under the 'open' section.. :eek:

There should be a little drop down menu, I believe, where you can change the ticket status to "open," "closed," and etc.

Thanks again, but... not what I'm referring to..

In the main staff page, right when you login, it has three sections;
Emergency, New, Open.

Now I know what emergency is, and I assume I know what new is.
But when does a ticket get classified as open?

Maybe I'm reading you wrong, but it's my understanding that tickets get moved to the "open" section when you earmark them after responding to them and choosing "open" from the drop down menu.

Am I still way off here?

Well, if that's what is supposed to happen, it doesn't by me.
I have many tickets that I updated to status 'open', yet don't appear in the 'open' section.

Oh well...

Any luck with this one yet?
I'm having the same problem :(

Thanks
Joseph

I downloaded PD.tar & when trying to open I get this error:
Error reading header after processing 0 entries.......
Any Suggestions ????

Semaj download again.The file may have gotton currupted.... :)
I think the tickets remain in new till it is viewed by a tech. Once it is viewed it goes to the respective queue (open / close ) ...

Have a great day :)

regards
amar

Nope - newest 5 open tickets stay in 'New'.
All others go to 'Open'

Can't believe it took me this long to sort it out :)
Joseph

bobcares;
Semaj download again.The file may have gotton currupted....

I have downloaded it on several occasions, last night being the latest, all with the same results.
I have downloaded many other files & unpacked with no problem.

Is there any one who would FTP an un-tared copy to a dir for me?
email me for details.....

Sure I can help you... :)
Let me know if you want me to do it for you...
Have a great day :)

regards
amar

Hello Semaj,

I can help you.


Thanks
Rangan C

new means open, once you change the status of the ticket it gies old

Originally posted by RHCE
Hello Semaj,

I can help you.


Thanks
Rangan C

This is over a month old. I'm usre the problem is resolved. Closed.