> -----Original Message----- > From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone > Sent: Tuesday, February 25, 2014 2:17 PM > To: rt-users@lists.bestpractical.com > Subject: Re: [rt-users] closing out reminders on a ticket using a custom > lifecycle > > On Tue, Feb 25, 2014 at 01:54:43PM -0800, Justin Killen wrote: > >>-----Original Message----- > >>From: rt-users-boun...@lists.bestpractical.com [mailto:rt-users- > boun...@lists.bestpractical.com] On Behalf Of Kevin Falcone > >>Sent: Tuesday, February 25, 2014 1:01 PM > >>To: rt-users@lists.bestpractical.com > >>Subject: Re: [rt-users] closing out reminders on a ticket using a custom > lifecycle > >> > >>On Tue, Feb 25, 2014 at 11:18:21AM -0800, Justin Killen wrote: > >>> I have a custom lifecycle set up for code related issues (coding, > pending_deployment, > >>> user_testing, etc). I've got a reminder set (`check and close') on > one of these tickets to > >>> check back with the user and confirm a fix is functional before > closing out the ticket, but > >>> when I attempt to `check box to complete' the reminder, I get this > error: > >>> > >>> Reminder 'check and close': You can't change status from 'open' to > 'resolved'. > >>> > >>> Are the status' in the lifecycle tied to the reminders as well? > What do I need to change in > >>> the lifecycle to allow this to work? > >> > >>http://bestpractical.com/docs/rt/latest/RT_Config.html#reminder_on_open > >> > >>and reminder_on_resolve > > > > Is there a way to not have it change status at all? > > I'm struggling to see how that would work. Reminders need to be in > one status when created and another when resolved. Otherwise we could > never know whether or not to list the Reminder in the Reminders box, > since we make that decision based on the status. > > -kevin
Perhaps I'm just mis-understanding this. When I read "reminder_on_resolve: When a reminder is resolved, the status will be changed to this value.", and it's a property of the lifecycle, I'm assuming that it's talking about the ticket status; I do not want the ticket status to change. >From your response, I gather that this is meant to mean that it will change >the status of the reminder (not the ticket). If I am wrong here, please let >me know. That being said, I've set states for the reminder_on_open and reminder_on_resolve default options, restarted apache, and I'm still receiving the same error when trying to close out a reminder: Reminder 'check and close': You can't change status from 'open' to 'resolved'. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training