I added a new ticket status called Waiting for Vendor. I also added a field for agents called Vendor ticket number. If we have to open a ticket with a vendor to help resolve the problem that was submitted in to us, we can change the status to waiting for vendor and if we have a ticket number we can key it in the vendor ticket number field.
The only problem is that when the ticket is in this new custom status, it does not think its open anymore. When your on the All Unresolved Tickets screen, the tickets in this status do not show. Technically they are not resolved because we are still waiting for a vendor. Some vendors can take a long time, weeks or months, and we could easily forget about these tickets if they are not in view. Tickets in this status do not show up in My Open and Pending tickets either.
How can we program custom ticket status fields to still signal to the system that its an open ticket?
Best answer by alex.torresView original