If you're ok with the setup otherwise, probably easiest to just go to Setup > Tickets > Status Types, select 'Open' status type and change the name from 'Open' to 'New'.
1 of 1 people found this helpful
If you create a status titled "New" you can set up an action rule under Setup> Processes> Action Rules to change the "Open" status to "New" upon ticket creation. Under the tab "Action Rule Info", give the action rule a name and select on all ticket updates for the evaluation criteria and below you will see a selection for "when criteria evaluation matches". In that area select "only on ticket creation". Move to the criteria tab and select Status> is> Open. Under the action tab select Change Status> New. This should only change the ticket status to new when the ticket is initially created. It would not matter if it was created by a tech or a client, the outcome should be the same. I hope this helps.