resolved state

[ulvi]

Hi,

Can anybody tell me please, state-resolved is active ticket or its one of the closed, cancelled states?

In my situation, I would like to report open incidents. I chose conditions like Active is true, Opened on This month and it gives me next ticket with states assigned, new, awaiting 3rd part etc., and resolved.

I want understand is resolved active ticket and why?Then why we have resolved state if we have closed state? what is the difference between them?

Thanks,

[Chuck Tomasi · Accepted solution]

Hi Ulvi,

This sounds like a continuation of yesterday's discussion.

Typical use case for the Resolved state - The resolver has worked on it and believed they solved the problem, and is awaiting confirmation from the end-user. before it is considered truly closed. It is an active/open state because the user has not signed off that it is completely done.

There may still be a need to move it back to a "work in progress" state to be dealt with by a resolver. Because the resolved state is still 'active=true', it's not a process issue to move it back in the resolution process. If it were closed, that can start to mess with metrics/SLAs, etc. Most organizations consider closed as closed and never to be re-opened.

I hope that helps.

[Chuck Tomasi]

Let me know if that answered your question. If so, please mark it as correct so that others with the same question in the future can find it quickly and that it gets removed from the Unanswered list.

If you are viewing this discussion from your "inbox", use the "mark as correct" option under actions. If you are viewing it directly from the thread use the Correct Answer link (red with a star).

Thank you

[ulvi]

Hi Chuck,

Yes, You are right! It's continuation of our discussion I want to understand accurately. I want just to give right conditions to my report. Because all time when I'm changing conditions the scores also changes.

For example, if I give conditions like : Active is true, Opened on This month it gives me score like 50, but if I choose conditions: State is one of New, Assigned, etc.,(except resolved, cancelled, closed) and Opened on This month it shows me 5 tickets. If I choose State is one of New, Awaiting 3rd Party, Assigned, etc., and also Resolved, Cancelled (except Closed) it gives me same scores when I chosed Active is true condition. So that's why I'm trying understand what to choose and what are right conditions for my report?

Regards,

Ulvi