Hello,
i want to ask for the condition difference between "open ticket" and "overdue ticket" overview in the menu.
In my case i have for example 70 tickets i can found "open", and 73 ticket i can find "overdue".
I thought all "open" tickets i can find totally under "open tickets", and only a few that are "overdue tickets" from the max. 70 "open tickets". But how there can there be more overdue than open tickets?

There are 3 more tickets in the overdue list, then in the open list, all opened ticket, but why are they not shown in "open tickets"? As design difference these three tickets as shown not bold like all other tickets in the "overdue ticket" list.
How can i change this or where is the mistake?

Thanks for all clearance 🙂

You are comparing two things that do not really relate (so Apples to Celery).

Open tickets have a ticket status of open. Your ticket statuses determine if a ticket is open, closed, resolved, archived, deleted (stock statuses) or any other status that you have added at Admin panel -> Manage -> Lists -> Ticket statuses

Overdue tickets are tickets that have become overdue. They get a special overdue flag. They can be any status that you have in your system.

    ntozier

    Hi ntozier,

    i understand, these are two totally different views.

    Overdue tickets list can show and include any ticket status.
    Open ticket list show any tickets with status open.

    But in my case there are a few "open" tickets that are not shown
    in the open ticket list. That is what confuses me, normaly
    there should be shown every ticket that has actually status "open" right?
    (These missing tickets are shown and can be find in the overdue list as opened ticket,
    but maybe this is not important)

    Maybe there is some setting uncorrect? Or is there another reason?

      Ok, so i think i got now more transparency.
      The "open ticket" list shows tickets that are "not answered", where "Last Response:" is empty.
      So that means tickets that havent been processes by an agent to the user.
      We often use ticket only for internal project, so often we only use "post internal note"
      so there is no "Last Response:" done by "Post reply".

      I thought "open tickets" means every ticket that is actually available and in process.

      Anyway, i have now created a new list with showing all tickets from an assigned department,
      thats all i was looking for :-)

      Thanks ntozier!

      a year later

      ntozier

      Hi ntozier

      I have defined diferent SLA cases. To have diferent cases of overdue.
      Is it possible that when a ticket came into overdue (based on each diferent case of SLA that have assigned this ticket), The status change to open?
      I have a permanet view of open tickets and it could be very usefull to automatize this procedure. (Is like a Follow UP for those ticket)

      Best regards
      Gerardo

        SLA's do not have a trigger when they expire. Other than to make a ticket over due.

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