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Gary Haberl

Assigned ticket still "New"

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Hi All,

Does anyone else have an issue with Assigning a ticket and the status staying "New". I asked support a while ago, and they said maybe some users still wanted the status to stay as new when it is assigned.  Well with that logic, when I resolve a ticket, maybe is should stay as "Assigned" and not "completed".

The issue I am having is when I have NEW tickets, I like to assign a "Group or Batch" of tickets to one tech.  From the Service Desk "Dashboard" you can see the "New" tickets.  From there I batch assign tickets to a tech, but they stay as 'New" tickets.  Well now I have to go into each ticket and change from New to Assigned.


Sorry, but if we "Assign" a ticket is it no longer "New" it is "Assigned" status.  Just like "Resolved" tickets.  They are 'Completed" not other statuses.

What am I missing?


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