Re: [rt-users] New action and ticket status
On 07/29/2013 12:17 PM, Asanka Gunasekera wrote:
> transitions => {
> '' => [qw(new open resolved)],
>
> # from => [ to list ],
> new => [qw(open stalled resolved rejected deleted)],
> open => [qw(new stalled resolved rejected deleted)],
> waiting => [qw(new stalled resolved rejected deleted)],
> stalled => [qw(new open rejected resolved deleted)],
> resolved => [qw(new open stalled rejected deleted)],
> rejected => [qw(new open stalled resolved deleted)],
> deleted => [qw(new open stalled rejected resolved)],
> },
There are no statuses in which a transition to 'waiting' is possible.
Add 'waiting' to the transition list for suitable source statuses like
'open'.
--
Craig Ringer http://www.2ndQuadrant.com/
PostgreSQL Development, 24x7 Support, Training & Services
Re: [rt-users] New action and ticket status
Can any one have any idea below is the block that I am using "waiting" new
status that I want to show
new_life => {
initial => [ 'new' ],
active => [ 'open', 'waiting', 'stalled', ],
inactive => [ 'resolved', 'rejected', 'deleted' ],
defaults => {
on_create => 'new',
on_merge => 'resolved',
approved => 'open',
denied => 'rejected',
},
transitions => {
'' => [qw(new open resolved)],
# from => [ to list ],
new => [qw(open stalled resolved rejected deleted)],
open => [qw(new stalled resolved rejected deleted)],
waiting => [qw(new stalled resolved rejected deleted)],
stalled => [qw(new open rejected resolved deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled resolved deleted)],
deleted => [qw(new open stalled rejected resolved)],
},
rights => {
'* -> deleted' => 'DeleteTicket',
'* -> rejected' => 'ModifyTicket',
'* -> *' => 'ModifyTicket',
},
actions => [
'new -> open' => { label => '1Open It', update => 'Respond' },
'new -> wiating' => { label => '1Waiting', update => 'Respond' },
'new -> resolved' => { label => '1Resolve', update => 'Comment' },
'new -> rejected' => { label => '1Reject', update => 'Respond' },
'new -> deleted' => { label => '1Delete' },
'open -> waiting' => { label => '2Waiting', update =>
'Respond' },
'open -> stalled' => { label => '2Stall', update => 'Comment' },
'open -> resolved' => { label => '2Resolve', update => 'Comment' },
actions => [
'new -> open' => { label => '1Open It', update => 'Respond' },
'new -> wiating' => { label => '1Waiting', update => 'Respond' },
'new -> resolved' => { label => '1Resolve', update => 'Comment' },
'new -> rejected' => { label => '1Reject', update => 'Respond' },
'new -> deleted' => { label => '1Delete' },
'open -> waiting' => { label => '2Waiting', update =>
'Respond' },
'open -> stalled' => { label => '2Stall', update => 'Comment' },
'open -> resolved' => { label => '2Resolve', update => 'Comment' },
'open -> rejected' => { label => '2Reject', update => 'Respond' },
'waiting -> stalled' => { label => 'WStall', update =>
'Comment' },
'waiting -> resolved' => { label => 'WResolve', update =>
'Comment' },
'waiting -> rejected' => { label => 'WReject', update =>
'Respond' },
'stalled -> open' => { label => '3Open It' },
'resolved -> open' => { label => '3Re-open', update => 'Comment' },
'rejected -> open' => { label => '3Re-open', update => 'Comment' },
'deleted -> open' => { label => '3Undelete' },
],
},
);
Thanks and Regards
From: Asanka Gunasekera
To: "rt-users@lists.bestpractical.com"
Sent: Friday, 26 July 2013, 17:04
Subject: Re: New action and ticket status
Hi just some more information I am using "RT 4.0.15 Documentation
Customizing/Lifecycles" as a guid but I am using RT 4.0.1
Regards
From: Asanka Gunasekera
To: "rt-users@lists.bestpractical.com"
Sent: Friday, 26 July 2013, 15:33
Subject: New action and ticket status
Hi, I am using RT 4 and I my magement wants me to add new status and a action
to say "Waitng on Customer to respond" I am trying this using LifeCycles but I
am getting no ware.
Am I doing the right thing (to use LifeCycles)?
I am not sure if the above information is enough?
Thanks and Regards
Re: [rt-users] New action and ticket status
On 07/26/2013 06:03 PM, Asanka Gunasekera wrote: > Hi, I am using RT 4 and I my magement wants me to add new status and a > action to say "Waitng on Customer to respond" I am trying this using > LifeCycles but I am getting no ware. We used to just use "stalled" for that, but I recently reconfigured our system to use RT4 lifecycles. We landed up using a separate custom field for waiting on customer/support, with a scrip that auto-sets it to "waiting on: support" when a customer replies. Doing it with a separate custom field allows you to track the next-replier independently of the ticket status, so if you have a real ticket workflow you don't have to try to jam waiting on customer/support into that. So: Yes, lifecycles should work fine for the purpose, and they do work just as the documentation describes. For the particular use case you're describing it might be better to set a custom field up for it instead. -- Craig Ringer http://www.2ndQuadrant.com/ PostgreSQL Development, 24x7 Support, Training & Services
Re: [rt-users] New action and ticket status
Hi just some more information I am using "RT 4.0.15 Documentation Customizing/Lifecycles" as a guid but I am using RT 4.0.1 Regards From: Asanka Gunasekera To: "rt-users@lists.bestpractical.com" Sent: Friday, 26 July 2013, 15:33 Subject: New action and ticket status Hi, I am using RT 4 and I my magement wants me to add new status and a action to say "Waitng on Customer to respond" I am trying this using LifeCycles but I am getting no ware. Am I doing the right thing (to use LifeCycles)? I am not sure if the above information is enough? Thanks and Regards
[rt-users] New action and ticket status
Hi, I am using RT 4 and I my magement wants me to add new status and a action to say "Waitng on Customer to respond" I am trying this using LifeCycles but I am getting no ware. Am I doing the right thing (to use LifeCycles)? I am not sure if the above information is enough? Thanks and Regards
