If you have downloaded and installed the version Neil has mentioned you will have more than just open and closed as a status.If you go to where Neil has told you there will be a screen with three tabs being 'Definition', 'Items' and 'Properties'. You need to select the 'Items' Tab. In this tab you should see 5 items listed 'Open','Resolved','Closed','Archived' and 'Deleted'. If you do not see these then I doubt you have downloaded and installed the version mentioned.There should be fields available to add additional lines, make sure when you add a status that you check the properties for the status and makes sure it is included as 'Open' or 'Closed' as desired this impacts on how osTicket treats it in the SCP. and if it gets a closed date assigned in the database.It is also useful when posting to include the first 4 lines in the information tab under Admin panel -> Dashboard.