On Mon, Jan 24, 2011 at 03:14:03PM +0800, Adam Tang wrote: > Dear RT friends, > > How do I change the status of "open" to "taken"? I found the word "open" > quite confusing. >
are you sure, there is already a "take" wording usage when someone take a ticket. How would you make the difference? If you're problem is that you think to complicate to take then open a ticket, you can group both actions on the web UI to a "Take&Open" action using callbacks like "local/html/Callbacks/TakeOpen/Ticket/Elements/Tabs/Default" which would replace those actions un share/html/Ticket/Elements/Tabs.