I think it’s a matter of adjusting the status transition rules to meet the needs of your organization. BMC has probably set the defaults based on ITIL interpretation / guidelines.
From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Terri Lockwood Sent: Thursday, September 11, 2014 10:13 AM To: [email protected] Subject: Re: Resolved Tickets ** Resolved yes, Closed no. TERRI LOCKWOOD • SENIOR SYSTEM ADMINISTRATOR • SunGard • AvantGard • 701 San Marco Blvd, Suite 1100 • Jacksonville, FL 32207 Office +1 (904) 281-8069 • Cell +1 (904) 627-8651 • <mailto:[email protected]> [email protected] From: Action Request System discussion list(ARSList) [mailto:[email protected]] On Behalf Of Roger Nall Sent: Thursday, September 11, 2014 9:36 AM To: [email protected] <mailto:[email protected]> Subject: Resolved Tickets ** For all of you working with ITSM Remedy, can a Resolved ticket be re-opened? Thanks, Roger A Nall _ARSlist: "Where the Answers Are" and have been for 20 years_ _ARSlist: "Where the Answers Are" and have been for 20 years_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org "Where the Answers Are, and have been for 20 years"
