An OpenTicket is a Ticket that resides within your TicketSpace. It behaves like any other Component in the system — meaning it can be freely modified, enriched, or updated throughout its lifecycle.
As long as the ticket remains open, it is considered as active: you can adjust its data, change its status, or modify its metadata. This flexibility enables dynamic and incremental updates before the ticket is eventually archived.
Once transitioned to a status with toArchive = true, the ticket is stored as a ClosedTicket and moves to the TicketDatabase.
Actions
OpenTickets will have dynamic actions linked to their status in order to manage their progress. See Ticket synchronization | TicketStatusDefinition for details.
To invoke an action, you will need the adequate invoke rights on the TicketTemplate and the TicketStatusValueDefinition.
Triggering an action displays a popup with a field to set the status comment.
Your ticket’s status will change, and the associated statusComment and statusTimestamp will be updated.
If the changed status is defined with archive=true, the Ticket is archived.