Mike Summerfield

This is a required capability for ConcretePlatform. We use 'Pending' to let customers know we are awaiting information from them and this emails them to remind them. We use 'Open' to indicate that there is an outstanding action on us. We now need a further status to indicate we have shared the ticket with our engineering team on Jira and that it is with them. We run reports on tickets in the Open status and Pending keeps sending emails to the customers even though they don't need to do anything while we await a resolution.