Ticket Statuses

wrongecho

Currently, ticket statuses are a bit of a mess.

Aside from the requests for custom ticket statuses (which will be addressed by custom fields), we need to standardize wording and functionality. Core ideas when building ITFlow has always been simplicity, a "less is more" approach and to think about the feature set small MSPs need.

Johnny and I have been discussing and propose the following statuses:

New - Brand new tickets created via the portal/email. System assigned, can't be manually set.
Open - A ticket that requires attention/work (tickets would also change back to this automatically when replied to)
Hold/Pending - A ticket that is awaiting a client reply, scheduled work, parts, delivery, vendor, etc.
Auto-close - If enabled, tickets chase and then close
Closed

These statuses would replace the current "Pending-Assignment" (that is somehow only used on email parsing), "Pending-X", and "Client-Replied" (again somehow only used when an email reply is sent).

johnny

I really like the simplicity of this, i'm always for the less is more approach and not being like every app on the planet that throws the entire kitchen sink i. I'll add a poll to this post and pin it with what we have an let the community decide.