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ticket status (Name) vrs State in ost_ticket_status table
HI, I am looking at the Ticket_Status table and see there are columns called NAME and STATE
It seems there are 4 possible STATEs open, closed, archived and deleted
how are these used?
Am I right in guessing that if the STATE is anything other than "open" then no calculation is done as to whether the ticket is overdue etc.
so if a ticket status name is resolved which has a state of "closed" in the table then it can never be overdue.
but if a ticker status name is "with vendow" and has a state of "open" then it can get flagged a overdue.
Also what is the "mode" column in the ticket_status table.