Historically, osTicket has only supported open and closed statuses. While that was sufficient for most users, it provided for a rigid workflow for people who care about change management and ITIL stuff. Starting with v1.9.4 we introduced custom statuses.With addition of custom statuses, we added the concept of states. osTicket ships with four core states; Open, Closed, Archived and Deleted. Custom statuses derive from Open and Closed states. Statuses derived from closed state can have extra settings like if a ticket is reopen-able by end user and if so, which open status should it go back to..etc. For example, Resolved status could perhaps mean closed but reopen-able (resolved -- waiting on the user to confirm), while Closed means closed for realz!Archived and Deleted states are reserved for internal automation (upcoming data retention feature). We're also planning on adding ability to attach triggers to statuses...etc. That said, Resolved status is just a custom status that osTicket ships with as an example. In other words you can delete it in Admin Panel -> Manage -> Lists. I realize that with total flexibility comes complexity and confusion. The fact that we don't have documentation, at the moment, add to it.Cheers,
