I just realized that there is an "In Progress" status within the HSphere ticket system, although I don't think I have ever seen JH use this status. Usually my tickets go from "New" to "Resolved", or worse, "Closed", even sometimes when the problem has not been resolved.
I think using the "In Progress" status would help us see that at least the ticket has been seen and is being looked into.
I think using the "In Progress" status would help us see that at least the ticket has been seen and is being looked into.