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Thanks, Ewan. Is this your thoughts or the official point of view? In practice I saw many time that sites do not change reopened status (including T1ones). Elena On 17 Jan 2013, at 17:08, Ewan MacMahon wrote: >> -----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 __________________________________________________ Dr Elena Korolkova Email: [log in to unmask] Tel.: +44 (0)114 2223553 Fax: +44 (0)114 2223555 Department of Physics and Astronomy University of Sheffield Sheffield, S3 7RH, United Kingdom