Rüdiger Speidel

Hi Erin,

the main disadvantage is, that users see tickets in state "open" while the real state is "on-hold" and admin are waiting for support of third party. The next thing user does is, they call the admins and ask why there is no progress (ticket solving) for weeks and the admins have to explain, that they are waiting for third party support.

The best solution would be, if the states were configurable (drop down box).

Regards

Rüdiger