Helpdesk:support pool

From EGEE-see WIki

When a user creates a new ticket it is not assigned to a supporter yet. A user can only select the support group where to submit the ticket. After the ticket is created it is in Unassigned status. A supporter must look at the ticket and decides whom it should be assigned.

But technically when a ticket is created by a user it is assigned to support_pool account.

It is also possible that some ticket to be rejected by supporter with a valid reason and routed back to support_pool.

Generally when a ticket is assigned to support_pool account it means that it was put in Unassigned status and it shows up in Unassigned tickets counter.