Durum

Bir biletin durumu, tamamlanma yolundaki ilerlemesini ifade eder ve aşağıdakilerden biri olabilir:

• yeni

• açık

• kapalı

• merged (this Ticket has been merged into another Ticket. Check either the linked tickets or the ticket history to learn more)

• kapatılma bekleniyor (yani, daha sonraki bir tarihte otomatik olarak kapanması planlanmıştır)

• hatırlatma bekleniyor (yani gizli, ancak daha sonraki bir tarihte yeniden görünmesi planlandı)

State colors

Zammad states are color-coded. This helps you to understanding the state of the ticket much faster in general - without having a look into details.

	Kapalı
	Merged
	Ertelendi (Bekliyor olarak işaretlendi, acil eylem gerektirmiyor.)
	Yeni / Açık (Eylem için hazır.)
	Yükseliyor (Acil dikkat gerektirir.)

What’s the difference between “new” and “open”?

States do more than just indicate progress: Zammad has a fine-grained time tracking feature (so-called “service-level agreements”, or SLAs) that uses state information to measure how long it takes for customers to get a response on a new ticket or get their issues resolved entirely.

On a new ticket, the customer still hasn’t received her first response on the issue.

On an open ticket, the customer has received an initial response, but the issue still hasn’t been resolved.

Not

⏱️ Beklemede durumda olan biletler, SLA sınırlarına doğru zaman biriktirmez.

So, for instance, a ticket may be marked pending reminder if it’s waiting on feedback from a third-party supplier who’s out of town until next week.