I have a question to all PerlDesk Users:

What is the difference in status:
Open (unresolved)
Hold (In Progress)


I'm confused as to what the difference between these two are.

Thanks,
Darren

'in progress' is that you are resolving the matter. So if you have staff they know that someone is working on that.

so it doesn't mean anything to the user?

It can mean anything you want it to mean. You can set up the labels or values of them by informing your clients. For example, you can tell your clients once a tech has looked into your problem and is working on it the status will be on hold. Or you can let your clients know the ticket will be open until it is closed. Personally we use the hold as a way of holding the ticket while waiting for more information from the client--that is we didn't get enough information from the initial trouble ticket or need something else from an outside source.

We use the hold just to let other techs know that someone is working on it.
I've thought about eliminating it though when one customer wrote in to ask why his ticket was put on hope. :D

Originally posted by SoftWareRevue
when one customer wrote in to ask why his ticket was put on hope. :D


gotta love it!

hehe

Thanks for the answers!

perldesk should have the option to edit remove the ticket staus thingys, like Hold and Unresolved etc etc...