RT's Lifecycle feature gives you complete flexibility to define your own statuses and workflow. However, if your Lifecycle has a large number of statuses, performing a simple search to see how many tickets are currently being worked on can involve building a large query to include each one. With ‘Active’ and ‘Inactive’ values for the Query Builder, it’s much simpler.
Best Practical attended the Educause Security conference in Baltimore. One of our favorite sessions was a presentation by the University of Pennsylvania about how they use RTIR and automation to manage their high volume of incidents.