RT - Revision history

Beta: add steps on how to forward an email to RT

2024-10-10T14:24:04Z

add steps on how to forward an email to RT

@@ Line 145: / Line 145: @@
 '''CAUTION: If you do any more bulk updating RT will continue to merge tickets until you either navigate to another page or clear out the merge field!'''
 ==For the Admin==
 ===Create a Privileged User===

Beta: put formatting back

2024-09-24T03:11:37Z

put formatting back

← Older revision		Revision as of 20:11, 23 September 2024
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	So, if you want to update who owns the ticket and whether it's open/closed, you can click on '''The Basics''' and update those things from there. '''If you have multiple queues''' you can change what queue the ticket is in from The Basics section, because people often send requests to the wrong email.		So, if you want to update who owns the ticket and whether it's open/closed, you can click on '''The Basics''' and update those things from there. '''If you have multiple queues''' you can change what queue the ticket is in from The Basics section, because people often send requests to the wrong email.
	===Statuses===		===Statuses===
			;Initial Phase (search <code>__initial__</code>)
	~~====~~Initial Phase (search <code>__initial__</code>) ~~====~~		:The ticket is new and hasn't yet been reviewed by department staff.
	The ticket is new and hasn't yet been reviewed by department staff.		:;<code>triage</code>
	*<code>~~'''~~triage~~'''~~</code> The initial status for tickets created via email. These tickets are waiting for triage, and may be spam.		::The initial status for tickets created via email. These tickets are waiting for triage, and may be spam.
	*<code>~~'''~~new~~'''~~</code> The ticket has been triaged and is not spam, but has not yet been reviewed by department staff.		:;<code>new</code>
			::The ticket has been triaged and is not spam, but has not yet been reviewed by department staff.
	~~====~~Active Phase (search <code>__active__</code>)~~====~~		:
	The ticket has been reviewed by a staffer at least once and is actively being worked on.		;Active Phase (search <code>__active__</code>)
	*<code>~~'''~~review~~'''~~</code> Something has happened (usually a reply) and the ticket needs the attention of a staffer.		:The ticket has been reviewed by a staffer at least once and is actively being worked on.
	*<code>~~'''~~working~~'''~~</code> The ticket has been reviewed, but the Owner still needs to reply. This should only be set by the ticket owner, and indicates that they're working on a reply and so it doesn't need to be reviewed by anyone else.		:;<code>review</code>
	*<code>~~'''~~waiting~~'''~~</code> We're waiting for the Requestor to reply. No action is needed.		::Something has happened (usually a reply) and the ticket needs the attention of a staffer.
	*<code>~~'''~~timeout~~'''~~</code> The ticket was <code>waiting</code>, but the Requestor hasn't responded for too long. Either send a reminder or set to <code>abandoned</code>.		:;<code>working</code>
	*<code>~~'''~~hold~~'''~~</code> No one needs to do anything, but we don't want the ticket to be closed for some reason.		::The ticket has been reviewed, but the Owner still needs to reply. This should only be set by the ticket owner, and indicates that they're working on a reply and so it doesn't need to be reviewed by anyone else.
	~~====~~Inactive Phase (search <code>__inactive__</code>)~~====~~		:;<code>waiting</code>
	The ticket does not require more work and should not normally be shown. Inactive tickets can still be found via the search system.		::We're waiting for the Requestor to reply. No action is needed.
	*<code>~~'''~~resolved~~'''~~</code> The Requestor's objective has been achieved and the ticket is closed.		:;<code>timeout</code>
	*<code>~~'''~~rejected~~'''~~</code> We declined to do what the Requestor wanted and the ticket is closed.		::The ticket was <code>waiting</code>, but the Requestor hasn't responded for too long. Either send a reminder or set to <code>abandoned</code>.
	*<code>~~'''~~abandoned~~'''~~</code> The Requestor took too long to respond and we gave up, so the ticket is closed.		:;<code>hold</code>
	*<code>~~'''~~deleted~~'''~~</code> The ticket isn't spam, but we want it to go away and there's no reason to keep it as a permanent record. This will be used most often for automated notifications from various systems. Tickets in the <code>deleted</code> status aren't actually deleted immediately: they stick around for at least 30 days before being shredded.		::No one needs to do anything, but we don't want the ticket to be closed for some reason.
	*<code>~~'''~~spam~~'''~~</code> The ticket is spam and should go away. Tickets marked spam will be kept for at least 30 days, then used to train the spam filter and shredded.		:
			;Inactive Phase (search <code>__inactive__</code>)
			:The ticket does not require more work and should not normally be shown. Inactive tickets can still be found via the search system.
			:;<code>resolved</code>
			::The Requestor's objective has been achieved and the ticket is closed.
			:;<code>rejected</code>
			::We declined to do what the Requestor wanted and the ticket is closed.
			:;<code>abandoned</code>
			::The Requestor took too long to respond and we gave up, so the ticket is closed.
			:;<code>deleted</code>
			::The ticket isn't spam, but we want it to go away and there's no reason to keep it as a permanent record. This will be used most often for automated notifications from various systems. Tickets in the <code>deleted</code> status aren't actually deleted immediately: they stick around for at least 30 days before being shredded.
			:;<code>spam</code>
			::The ticket is spam and should go away. Tickets marked spam will be kept for at least 30 days, then used to train the spam filter and shredded.

	==Merging Tickets==		==Merging Tickets==

Beta: formatting

2024-09-24T03:08:08Z

formatting

← Older revision		Revision as of 20:08, 23 September 2024
Line 89:		Line 89:
	So, if you want to update who owns the ticket and whether it's open/closed, you can click on '''The Basics''' and update those things from there. '''If you have multiple queues''' you can change what queue the ticket is in from The Basics section, because people often send requests to the wrong email.		So, if you want to update who owns the ticket and whether it's open/closed, you can click on '''The Basics''' and update those things from there. '''If you have multiple queues''' you can change what queue the ticket is in from The Basics section, because people often send requests to the wrong email.
	===Statuses===		===Statuses===
	;Initial Phase (search <code>__initial__</code>)
	:The ticket is new and hasn't yet been reviewed by department staff.		====Initial Phase (search <code>__initial__</code>) ====
	:;<code>triage</code>		The ticket is new and hasn't yet been reviewed by department staff.
	::The initial status for tickets created via email. These tickets are waiting for triage, and may be spam.		*<code>'''triage'''</code> The initial status for tickets created via email. These tickets are waiting for triage, and may be spam.
	:;<code>new</code>		*<code>'''new'''</code> The ticket has been triaged and is not spam, but has not yet been reviewed by department staff.
	::The ticket has been triaged and is not spam, but has not yet been reviewed by department staff.
	:		====Active Phase (search <code>__active__</code>)====
	;Active Phase (search <code>__active__</code>)		The ticket has been reviewed by a staffer at least once and is actively being worked on.
	:The ticket has been reviewed by a staffer at least once and is actively being worked on.		*<code>'''review'''</code> Something has happened (usually a reply) and the ticket needs the attention of a staffer.
	:;<code>review</code>		*<code>'''working'''</code> The ticket has been reviewed, but the Owner still needs to reply. This should only be set by the ticket owner, and indicates that they're working on a reply and so it doesn't need to be reviewed by anyone else.
	::Something has happened (usually a reply) and the ticket needs the attention of a staffer.		*<code>'''waiting'''</code> We're waiting for the Requestor to reply. No action is needed.
	:;<code>working</code>		*<code>'''timeout'''</code> The ticket was <code>waiting</code>, but the Requestor hasn't responded for too long. Either send a reminder or set to <code>abandoned</code>.
	::The ticket has been reviewed, but the Owner still needs to reply. This should only be set by the ticket owner, and indicates that they're working on a reply and so it doesn't need to be reviewed by anyone else.		*<code>'''hold'''</code> No one needs to do anything, but we don't want the ticket to be closed for some reason.
	:;<code>waiting</code>		====Inactive Phase (search <code>__inactive__</code>)====
	::We're waiting for the Requestor to reply. No action is needed.		The ticket does not require more work and should not normally be shown. Inactive tickets can still be found via the search system.
	:;<code>timeout</code>		*<code>'''resolved'''</code> The Requestor's objective has been achieved and the ticket is closed.
	::The ticket was <code>waiting</code>, but the Requestor hasn't responded for too long. Either send a reminder or set to <code>abandoned</code>.		*<code>'''rejected'''</code> We declined to do what the Requestor wanted and the ticket is closed.
	:;<code>hold</code>		*<code>'''abandoned'''</code> The Requestor took too long to respond and we gave up, so the ticket is closed.
	::No one needs to do anything, but we don't want the ticket to be closed for some reason.		*<code>'''deleted'''</code> The ticket isn't spam, but we want it to go away and there's no reason to keep it as a permanent record. This will be used most often for automated notifications from various systems. Tickets in the <code>deleted</code> status aren't actually deleted immediately: they stick around for at least 30 days before being shredded.
	:		*<code>'''spam'''</code> The ticket is spam and should go away. Tickets marked spam will be kept for at least 30 days, then used to train the spam filter and shredded.
	;Inactive Phase (search <code>__inactive__</code>)
	:The ticket does not require more work and should not normally be shown. Inactive tickets can still be found via the search system.
	:;<code>resolved</code>
	::The Requestor's objective has been achieved and the ticket is closed.
	:;<code>rejected</code>
	::We declined to do what the Requestor wanted and the ticket is closed.
	:;<code>abandoned</code>
	::The Requestor took too long to respond and we gave up, so the ticket is closed.
	:;<code>deleted</code>
	::The ticket isn't spam, but we want it to go away and there's no reason to keep it as a permanent record. This will be used most often for automated notifications from various systems. Tickets in the <code>deleted</code> status aren't actually deleted immediately: they stick around for at least 30 days before being shredded.
	:;<code>spam</code>
	::The ticket is spam and should go away. Tickets marked spam will be kept for at least 30 days, then used to train the spam filter and shredded.
	==Merging Tickets==		==Merging Tickets==
	Sometimes the way someone replies to a thread opens a new ticket. Sometimes people email multiple times. Sometimes you just need to merge everything together.		Sometimes the way someone replies to a thread opens a new ticket. Sometimes people email multiple times. Sometimes you just need to merge everything together.
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	#*If the user does not exist, it needs to be created. So you can create the user by sending them an email from RT letting them know they can log into RT. It's freaking magic!		#*If the user does not exist, it needs to be created. So you can create the user by sending them an email from RT letting them know they can log into RT. It's freaking magic!
	#Open the user account		#Open the user account
	# Check the box to make the user a privileged user		#Check the box to make the user a privileged user
	# Save Changes at the bottom		#Save Changes at the bottom
	===Add a user to a queue===		===Add a user to a queue===
	#Admin->Queues->Select		#Admin->Queues->Select
	#Select the queue		#Select the queue
	# Click "Watchers"		#Click "Watchers"
	# enter the user's name in the "Find People whose" box and hit Go - The user will show up in the lower right area		#enter the user's name in the "Find People whose" box and hit Go - The user will show up in the lower right area
	#Select "AdminCC"		#Select "AdminCC"
	#Click "Save Changes"		#Click "Save Changes"

	=== Merging users where the good email is on the account not connected to BACON ===		===Merging users where the good email is on the account not connected to BACON===
	This is a common but really, really annoying condition where RT will will not email to the BACON email because the BACON account is already linked to a different email. It is common when people change their email address, though.		This is a common but really, really annoying condition where RT will will not email to the BACON email because the BACON account is already linked to a different email. It is common when people change their email address, though.

	==== Beta's Method ====		====Beta's Method====
	I don't know if this is the best way but here's how I'm handling it on an old ticket and a way that Sammich seems to believe will work.		I don't know if this is the best way but here's how I'm handling it on an old ticket and a way that Sammich seems to believe will work.

	# Copy good and bad emails to a third location like notepad so I have them safe for this process. I like to be very clear in my notes "good email: (email)" and "bad email:(email)" along with links to each user so if I messed up I had all the information still available.		#Copy good and bad emails to a third location like notepad so I have them safe for this process. I like to be very clear in my notes "good email: (email)" and "bad email:(email)" along with links to each user so if I messed up I had all the information still available.
	# On the bad account, set the email address (and possibly the username if it's the same as the email address) to something unique but bogus. I used "x@gmail.com" because the email in question was @gmail and it was temporary and easy.		#On the bad account, set the email address (and possibly the username if it's the same as the email address) to something unique but bogus. I used "x@gmail.com" because the email in question was @gmail and it was temporary and easy.
	# On the good account, set the email address to what you want it to be: the "good" email address		#On the good account, set the email address to what you want it to be: the "good" email address
	# Save		#Save
	# On the bad account, set the email address to what the good account use to have: the "bad" email address		#On the bad account, set the email address to what the good account use to have: the "bad" email address
	# Save		#Save
	# Merge the "bad" user into the "good" user		#Merge the "bad" user into the "good" user

	==== Sammich's Method/note ====		====Sammich's Method/note====
	<blockquote>What I did is change the non-BACON-linked account with the new email to have no email, change the BACON-linked account to the correct email, and then merge the non-BACON account into the BACON account. If they're still going to use the old address you'd either need to swap the addresses as you said, or create a new account for the old email and immediately merge it into their main account.</blockquote>		<blockquote>What I did is change the non-BACON-linked account with the new email to have no email, change the BACON-linked account to the correct email, and then merge the non-BACON account into the BACON account. If they're still going to use the old address you'd either need to swap the addresses as you said, or create a new account for the old email and immediately merge it into their main account.</blockquote>

Beta: added signature format and example

2024-09-24T02:53:59Z

added signature format and example

@@ Line 16: / Line 16: @@
 # Your signature box is on the lower left. Edit as you see fit.
 # Click "Save Preferences"
 ==Queues==
 Most users will only have one Queue, but some users will have multiple ones. The easiest way to navigate RT is by queue. The Queues you have access to are listed on the right-hand side of the screen under "Quick Search."

Tainsouvra: fixed rt link

2023-09-03T02:04:19Z

fixed rt link

← Older revision		Revision as of 19:04, 2 September 2023
Line 8:		Line 8:
	https://www.youtube.com/playlist?list=PLnJMQShIVjsl4XuTJJ4bPEYWDJJowhEN0		https://www.youtube.com/playlist?list=PLnJMQShIVjsl4XuTJJ4bPEYWDJJowhEN0
	==Logging in ==		==Logging in ==
	You can access RT from ~~'''[http~~:/~~/mail.snafucon.com~~/tickets~~/ mail~~.snafucon.com/~~tickets/]~~.''' Your account is linked to [[BACON]] so log in with your current username and password. However, you will need to have privileges set up by the admin or you will only be able to see your previous tickets (if any) but not actually be able to see or answer any from the queue.		You can access RT from https://tickets.snafucon.com/'''.''' Your account is linked to [[BACON]] so log in with your current username and password. However, you will need to have privileges set up by the admin or you will only be able to see your previous tickets (if any) but not actually be able to see or answer any from the queue.
	== Setting your Signature ==		== Setting your Signature ==
	When logged in:		When logged in:

Beta: add instructions on dealing with two users but the BACON user has the wrong email

2021-10-03T15:46:47Z

add instructions on dealing with two users but the BACON user has the wrong email

@@ Line 9: / Line 9: @@
 ==Logging in ==
 You can access RT from '''[http://mail.snafucon.com/tickets/ mail.snafucon.com/tickets/].''' Your account is linked to [[BACON]] so log in with your current username and password. However, you will need to have privileges set up by the admin or you will only be able to see your previous tickets (if any) but not actually be able to see or answer any from the queue.
 == Setting your Signature ==
 When logged in:
 # Hover over "Logged in as {you}"
 # Hover over Settings
@@ Line 138: / Line 136: @@
 #Select "AdminCC"
 #Click "Save Changes"

Beta: added instructions on setting your signature

2021-09-28T14:21:21Z

added instructions on setting your signature

← Older revision		Revision as of 07:21, 28 September 2021
Line 9:		Line 9:
	==Logging in ==		==Logging in ==
	You can access RT from '''[http://mail.snafucon.com/tickets/ mail.snafucon.com/tickets/].''' Your account is linked to [[BACON]] so log in with your current username and password. However, you will need to have privileges set up by the admin or you will only be able to see your previous tickets (if any) but not actually be able to see or answer any from the queue.		You can access RT from '''[http://mail.snafucon.com/tickets/ mail.snafucon.com/tickets/].''' Your account is linked to [[BACON]] so log in with your current username and password. However, you will need to have privileges set up by the admin or you will only be able to see your previous tickets (if any) but not actually be able to see or answer any from the queue.

			== Setting your Signature ==
			When logged in:

			# Hover over "Logged in as {you}"
			# Hover over Settings
			# Click "About Me"
			# Your signature box is on the lower left. Edit as you see fit.
			# Click "Save Preferences"
	==Queues==		==Queues==
	Most users will only have one Queue, but some users will have multiple ones. The easiest way to navigate RT is by queue. The Queues you have access to are listed on the right-hand side of the screen under "Quick Search."		Most users will only have one Queue, but some users will have multiple ones. The easiest way to navigate RT is by queue. The Queues you have access to are listed on the right-hand side of the screen under "Quick Search."

Beta: Tweak the admin instructions on making a privileged user and adding them to a queue

2021-09-07T21:17:02Z

Tweak the admin instructions on making a privileged user and adding them to a queue

← Older revision		Revision as of 14:17, 7 September 2021
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	'''NOTE:''' The reply box is exactly the same for reply or comment except it will be pink if you are replying. If you want to change your reply to a comment (or vice versa) on the right-hand side of the screen there is a drop-down menu and you can change whether the message you are writing is a reply or a comment. The color of the text area will change accordingly.		'''NOTE:''' The reply box is exactly the same for reply or comment except it will be pink if you are replying. If you want to change your reply to a comment (or vice versa) on the right-hand side of the screen there is a drop-down menu and you can change whether the message you are writing is a reply or a comment. The color of the text area will change accordingly.
	[[file:Reply-vs-comment.png]]		[[file:Reply-vs-comment.png]]
			==Creating a Ticket/Emailing Out==
	== Creating a Ticket/Emailing Out ==
	[[File:How to send emails.png\|845x845px]]		[[File:How to send emails.png\|845x845px]]

	==Bulk Update==		==Bulk Update==
	To do a bulk update ('''most useful for deleting spam'''):		To do a bulk update ('''most useful for deleting spam'''):
	#From the landing page, click on the queue you want to update (right-hand side of the screen)		#From the landing page, click on the queue you want to update (right-hand side of the screen)
	#In the upper-right corner, click on '''Bulk Update'''		#In the upper-right corner, click on '''Bulk Update'''
	# Uncheck the messages you want to leave alone, or use the '''Clear All''' button at the bottom if that's faster.		#Uncheck the messages you want to leave alone, or use the '''Clear All''' button at the bottom if that's faster.
	#Once you have only the messages checked that you want to update, scroll to the bottom		#Once you have only the messages checked that you want to update, scroll to the bottom
	#In the form at the bottom make the changes that you want to apply to all the messages checked. To set them to "deleted," you pull down the drop-down next to '''Make Status''' and choose deleted.		#In the form at the bottom make the changes that you want to apply to all the messages checked. To set them to "deleted," you pull down the drop-down next to '''Make Status''' and choose deleted.
Line 57:		Line 55:

	[[file:Bulk_Update.gif]]		[[file:Bulk_Update.gif]]
	== Updating a Ticket==		==Updating a Ticket==
	Once you are in a ticket you will see a header with all sorts of information you can change. '''Every section had things you can modify by clicking on its header.'''		Once you are in a ticket you will see a header with all sorts of information you can change. '''Every section had things you can modify by clicking on its header.'''
	So, if you want to update who owns the ticket and whether it's open/closed, you can click on '''The Basics''' and update those things from there. '''If you have multiple queues''' you can change what queue the ticket is in from The Basics section, because people often send requests to the wrong email.		So, if you want to update who owns the ticket and whether it's open/closed, you can click on '''The Basics''' and update those things from there. '''If you have multiple queues''' you can change what queue the ticket is in from The Basics section, because people often send requests to the wrong email.
Line 64:		Line 62:
	:The ticket is new and hasn't yet been reviewed by department staff.		:The ticket is new and hasn't yet been reviewed by department staff.
	:;<code>triage</code>		:;<code>triage</code>
	:: The initial status for tickets created via email. These tickets are waiting for triage, and may be spam.		::The initial status for tickets created via email. These tickets are waiting for triage, and may be spam.
	:;<code>new</code>		:;<code>new</code>
	::The ticket has been triaged and is not spam, but has not yet been reviewed by department staff.		::The ticket has been triaged and is not spam, but has not yet been reviewed by department staff.
Line 71:		Line 69:
	:The ticket has been reviewed by a staffer at least once and is actively being worked on.		:The ticket has been reviewed by a staffer at least once and is actively being worked on.
	:;<code>review</code>		:;<code>review</code>
	:: Something has happened (usually a reply) and the ticket needs the attention of a staffer.		::Something has happened (usually a reply) and the ticket needs the attention of a staffer.
	:;<code>working</code>		:;<code>working</code>
	::The ticket has been reviewed, but the Owner still needs to reply. This should only be set by the ticket owner, and indicates that they're working on a reply and so it doesn't need to be reviewed by anyone else.		::The ticket has been reviewed, but the Owner still needs to reply. This should only be set by the ticket owner, and indicates that they're working on a reply and so it doesn't need to be reviewed by anyone else.
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	#Determine the id number of the main ticket you want to merge into.		#Determine the id number of the main ticket you want to merge into.
	#Go to bulk update for that queue and select the other ticket(s) you want to merge		#Go to bulk update for that queue and select the other ticket(s) you want to merge
	# Scroll to the bottom and enter the id number of the main ticket		#Scroll to the bottom and enter the id number of the main ticket
	#Click Update.		#Click Update.

Line 117:		Line 115:
	'''CAUTION: If you do any more bulk updating RT will continue to merge tickets until you either navigate to another page or clear out the merge field!'''		'''CAUTION: If you do any more bulk updating RT will continue to merge tickets until you either navigate to another page or clear out the merge field!'''
	==For the Admin==		==For the Admin==
	~~To add~~ a ~~user to a queue~~		===Create a Privileged User===
	#Admin->Users->Select		#Admin->Users->Select
	#Put user in the go to user box~~. Unfortunately this will not necessarily be all the users~~.		#Put user in the go to user box.
	#*If the user does not exist, it needs to be created. So you can create the user by sending them an email from RT letting them know they can log into RT. It's freaking magic!		#*If the user does not exist, it needs to be created. So you can create the user by sending them an email from RT letting them know they can log into RT. It's freaking magic!
	#Open the user account		#Open the user account
	#Check the box to make the user a privileged user		# Check the box to make the user a privileged user
	# Save Changes at the bottom		# Save Changes at the bottom
			===Add a user to a queue===
	#Admin->Queues->Select		#Admin->Queues->Select
	#Select the queue		#Select the queue
	#Click "Watchers"		# Click "Watchers"
	#enter the user's name in the "Find People whose" box and hit Go - The user will show up in the lower right area		# enter the user's name in the "Find People whose" box and hit Go - The user will show up in the lower right area
	#Select "AdminCC"		#Select "AdminCC"
	#Click "Save Changes"		#Click "Save Changes"

C1Amuch: /* Queues */

2021-08-15T18:56:57Z

Queues

Show changes

Sammich: /* Statuses */ convert to multi-level dl

2017-08-28T02:22:16Z

Statuses: convert to multi-level dl

← Older revision		Revision as of 19:22, 27 August 2017
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	===Statuses===		===Statuses===

	~~====~~ Initial ~~====~~		;Initial Phase (search <code>__initial__</code>)
	The ticket is new and hasn't yet been reviewed by department staff~~. Search with <tt>__initial__</tt>~~.		: The ticket is new and hasn't yet been reviewed by department staff.
			:
	; <tt>triage</tt>		:;<code>triage</code>
	: The initial status for tickets created via email. These tickets are waiting for triage, and may be spam.		:: The initial status for tickets created via email. These tickets are waiting for triage, and may be spam.
	; <tt>new</tt>		:;<code>new</code>
	: The ticket has been triaged and is not spam, but has not yet been reviewed by department staff.		:: The ticket has been triaged and is not spam, but has not yet been reviewed by department staff.
			:
	~~====~~ Active ~~====~~		;Active Phase (search <code>__active__</code>)
	The ticket has been reviewed by a staffer at least once and is actively being worked on~~. Search with <tt>__active__</tt>~~.		: The ticket has been reviewed by a staffer at least once and is actively being worked on.
			:
	; <tt>review</tt>		:;<code>review</code>
	: Something has happened (usually a reply) and the ticket needs the attention of a staffer.		:: Something has happened (usually a reply) and the ticket needs the attention of a staffer.
	; <tt>working</tt>		:;<code>working</code>
	: The ticket has been reviewed, but the Owner still needs to reply. This should only be set by the ticket owner, and indicates that they're working on a reply and so it doesn't need to be reviewed by anyone else.		:: The ticket has been reviewed, but the Owner still needs to reply. This should only be set by the ticket owner, and indicates that they're working on a reply and so it doesn't need to be reviewed by anyone else.
	; <tt>waiting</tt>		:;<code>waiting</code>
	: We're waiting for the Requestor to reply. No action is needed.		:: We're waiting for the Requestor to reply. No action is needed.
	; <tt>timeout</tt>		:;<code>timeout</code>
	: The ticket was <tt>waiting</tt>, but the Requestor hasn't responded for too long. Either send a reminder or set to <tt>abandoned</tt>.		:: The ticket was <code>waiting</code>, but the Requestor hasn't responded for too long. Either send a reminder or set to <code>abandoned</code>.
	; <tt>hold</tt>		:;<code>hold</code>
	: No one needs to do anything, but we don't want the ticket to be closed for some reason.		:: No one needs to do anything, but we don't want the ticket to be closed for some reason.
			:
	~~====~~ Inactive ~~====~~		;Inactive Phase (search <code>__inactive__</code>)
	The ticket does not require more work and should not normally be shown. Inactive tickets can still be found via the search system~~. Search with <tt>__inactive__</tt>~~.		: The ticket does not require more work and should not normally be shown. Inactive tickets can still be found via the search system.
			:
	; <tt>resolved</tt>		:;<code>resolved</code>
	: The Requestor's objective has been achieved and the ticket is closed.		:: The Requestor's objective has been achieved and the ticket is closed.
	; <tt>rejected</tt>		:;<code>rejected</code>
	: We declined to do what the Requestor wanted and the ticket is closed.		:: We declined to do what the Requestor wanted and the ticket is closed.
	; <tt>abandoned</tt>		:;<code>abandoned</code>
	: The Requestor took too long to respond and we gave up, so the ticket is closed.		:: The Requestor took too long to respond and we gave up, so the ticket is closed.
	; <tt>deleted</tt>		:;<code>deleted</code>
	: The ticket isn't spam, but we want it to go away and there's no reason to keep it as a permanent record. This will be used most often for automated notifications from various systems. Tickets in the <tt>deleted</tt> status aren't actually deleted immediately: they stick around for at least 30 days before being shredded.		:: The ticket isn't spam, but we want it to go away and there's no reason to keep it as a permanent record. This will be used most often for automated notifications from various systems. Tickets in the <code>deleted</code> status aren't actually deleted immediately: they stick around for at least 30 days before being shredded.
	; <tt>spam</tt>		:;<code>spam</code>
	: The ticket is spam and should go away. Tickets marked spam will be kept for at least 30 days, then used to train the spam filter and shredded.		:: The ticket is spam and should go away. Tickets marked spam will be kept for at least 30 days, then used to train the spam filter and shredded.

	==Merging Tickets==		==Merging Tickets==