Ticket Dates
From CSS Wiki
Tickets have several date fields:
- Created
- Starts
- Started
- Resolved
- Due
Users who have the correct rights can set Starts, Started and Due dates.
Starts and Due dates work like expected (planned) time boundaries, while Started and Resolved are set (usually automatically) after things have actually happened. How this works is described below.
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Created
This is the first one that is set during creation of a ticket, and cannot be changed using the UI.
Starts
Starts is used to indicate time when a staff person expects to begin to work on the current ticket.
Started
RT uses the Started date to indicate when a staff person actually began work on the ticket. This date is set to the current time automatically when status of the ticket is changed from 'new' to any other value, such as 'open'.
To see it work, perform these actions, and see how the dates are set after each action:
- create a ticket
- open the ticket
- resolve the ticket
Resolved
The Resolved date indicates the time when the ticket was closed and RT sets it automatically when a user changes the status of the ticket to Resolved.
Due
The Due date defines a deadline for the ticket. You can implement SLA or projects deadlines using this field.
See also
