Hi all - I recently added some new statuses to my Lifecycles and now my workflows seem to be somewhat broken. For example, if I have an *Open* ticket, if a user replies to that ticket via email it will be moved to *Stalled*. That is not how it should be. I made my Lifecycle changes in RT_SiteConfig.pm and took a backup of the original RT_SiteConfig.pm. When I put the original back in place, all workflows work as expected -- so I obviously screwed something up with the Lifecycles, but I just can't see what it is. The new statuses are *considering*, *userWait*, *vendorWait* and *scheduled*. Any help is appreciated...
Set(%Lifecycles, default => { initial => [ 'new' ], active => [ *'considering',* 'open', 'stalled', *'userWait', 'vendorWait', 'scheduled'* ], inactive => [ 'resolved', 'rejected', 'deleted' ], defaults => { on_create => 'new', on_merge => 'resolved', approved => 'open', denied => 'rejected', reminder_on_open => 'open', reminder_on_resolve => 'resolved', }, transitions => { '' => [qw(new open resolved)], # from => [ to list ], new => [qw(open stalled resolved rejected deleted considering scheduled userWait vendorWait)], open => [qw(new stalled resolved rejected deleted considering scheduled userWait vendorWait)], considering => [qw(new stalled resolved rejected deleted scheduled userWait vendorWait)], scheduled => [qw(new stalled resolved rejected deleted considering userWait vendorWait)], userWait => [qw(new stalled resolved rejected deleted scheduled)], vendorWait => [qw(new stalled resolved rejected deleted scheduled)], stalled => [qw(new open rejected resolved deleted considering scheduled userWait vendorWait)], resolved => [qw(new open stalled rejected deleted considering scheduled userWait vendorWait)], rejected => [qw(new open stalled resolved deleted considering scheduled)], deleted => [qw(new open stalled rejected resolved considering scheduled)], }, rights => { '* -> deleted' => 'DeleteTicket', '* -> *' => 'ModifyTicket', }, actions => [ 'new -> open' => { label => 'Open It', # loc update => 'Respond', }, 'new -> resolved' => { label => 'Resolve', # loc update => 'Respond', }, 'new -> rejected' => { label => 'Reject', # loc update => 'Respond', }, 'new -> deleted' => { label => 'Delete', # loc }, 'new -> considering' => { label => 'Consider', # loc update => 'Comment', }, 'new -> scheduled' => { label => 'Schedule', # loc update => 'Comment', }, 'new -> userWait' => { label => 'userWait', # loc update => 'Comment', }, 'new -> vendorWait' => { label => 'vendorWait', # loc update => 'Comment', }, 'open -> stalled' => { label => 'Stall', # loc update => 'Comment', }, 'open -> resolved' => { label => 'Resolve', # loc update => 'Respond', }, 'open -> rejected' => { label => 'Reject', # loc update => 'Respond', }, 'open -> considering' => { label => 'Consider', # loc update => 'Comment', }, 'open -> scheduled' => { label => 'Schedule', # loc update => 'Comment', }, 'open -> userWait' => { label => 'userWait', # loc update => 'Comment', }, 'open -> vendorWait' => { label => 'vendorWait', # loc update => 'Comment', }, 'stalled -> open' => { label => 'Open It', # loc }, 'stalled -> resolved' => { label => 'Resolve', # loc update => 'Respond', }, 'stalled -> considering' => { label => 'Consider', # loc update => 'Comment', }, 'stalled -> scheduled' => { label => 'Schedule', # loc update => 'Comment', }, 'stalled -> userWait' => { label => 'userWait', # loc update => 'Comment', }, 'stalled -> vendorWait' => { label => 'vendorWait', # loc update => 'Comment', }, 'considering -> open' => { label => 'Open It', # loc }, 'considering -> scheduled' => { label => 'Schedule', # loc update => 'Comment', }, 'considering -> stalled' => { label => 'Stall', # loc update => 'Comment', }, 'considering -> userWait' => { label => 'userWait', # loc update => 'Comment', }, 'considering -> vendorWait' => { label => 'vendorWait', # loc update => 'Comment', }, 'scheduled -> resolved' => { label => 'Resolve', # loc update => 'Respond', }, 'resolved -> open' => { label => 'Re-open', # loc update => 'Comment', }, 'rejected -> open' => { label => 'Re-open', # loc update => 'Comment', }, 'deleted -> open' => { label => 'Undelete', # loc }, ], }, -- Max McGrath <https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21> Network Administrator Carthage College 262-552-5512 mmcgr...@carthage.edu