• What are "new" trouble tickets?

    By Gerald Mengisen 2 decades ago

    All newly entered trouble tickets show up in the "in progress" views and never in the "New tickets" views. When is a ticket new? According to the view selection formulas, the status has to be "0" for a new ticket, but the default in the status field is "1" ? Bug? Design?

    • works as designed

      By Ulrich Krause 2 decades ago

      When I designed the database, it was ment to be used as a mailInDB.

      A USER can create a ticket by composing a new document with form "Helpdeskanfrage" ( Quick Call ) in his mailfile. The form contains only two editable fields "Problem" and "Attachments". All other fields are filled automatically, so it is extremely easy to post a problem.

      In the background some API code collects some informations about the user's computer like installed OS, Screen resolution, RAM and stuff.



      These tickets will show up in the "new" folders. When you assign a ticket the statzs will switch to "in progress"