> -----Original Message-----
> From: Testbed Support for GridPP member institutes [mailto:TB-
> [log in to unmask]] On Behalf Of Elena Korolkova
> Sent: 17 January 2013 16:50
>
> when the ticket is re-opened should it be put in progress? My
> understanding from atlas experience was that it should stay in reopened
> state but Matt said it should be"in progress".
>
I would have said that it's just like when it's newly submitted;
the submitter re-opens the ticket and sets it to 'reopened', and
once the site has noticed that and is thinking about it again, it
should go back to being 'in progress'. Otherwise there's no way
for someone who's reopened a ticket to know whether or not it's
being dealt with.
Essentially, if a ticket is actually in progress, it's status should
say so.
Ewan
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