Re: [rt-users] Lifecycle : Reply Action changes the status
Jim,
Thank you for your answer.
I’ve disabled this scrip and all is OK.
Horst
De : Jim Berry [mailto:jim.h.be...@frb.gov]
Envoyé : jeudi 19 décembre 2013 17:10
À : Kriegers Horst; 'ML - rt-users'
Objet : RE: Lifecycle : Reply Action changes the status
Horst,
Almost for sure you are running the scrip “On Correspond Open Tickets”.You
could disable this scrip entirely. You could then (optionally) write your own
condition which ignores tickets which have a certain status. For example, we
want the Open Tickets On Correspond action to take place only under this user
defined condition:
# Check for Transaction is Correspond and Ticket Status = "new"
# Otherwise a Correspond will leave status as is.
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
return ($trans->Type eq "Correspond" && $ticket->Status eq "new");
Jim
From:
rt-users-boun...@lists.bestpractical.com<mailto:rt-users-boun...@lists.bestpractical.com>
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kriegers Horst
Sent: Thursday, December 19, 2013 9:46 AM
To: 'ML - rt-users'
Subject: [rt-users] Lifecycle : Reply Action changes the status
Hello,
I’ve created a new Lifecyle with 2 new status “To test” and “Tested”
When a ticket's status is set to “To test” or “Tested” and I use the “Reply”
action, the status will change automatically to “Open” instead of staying on
"To test" or "Tested"
Here my lifecycle definition :
Set(%Lifecycles,
igs => {
## Cycle de vie pour file file IGS
initial => [ 'new' ],
active => [ 'open', 'stalled', 'ToTest', 'IsTested' ],
inactive=> [ 'resolved', 'rejected', 'deleted' ],
# Default order statuses for certain actions
defaults => {
on_create => 'new',
},
# Transitions d'un statut vers un autre
transitions => {
'' => [qw(new open resolved)],
# from => [ to list ],
new => [qw(open ToTest IsTested stalled resolved rejected
deleted )],
open => [qw(new ToTest IsTested stalled resolved rejected
deleted )],
stalled => [qw(open ToTest rejected resolved deleted )],
resolved => [qw(open ToTest rejected deleted )],
rejected => [qw(new open ToTest resolved deleted )],
deleted => [qw(open ToTest stalled rejected resolved )],
ToTest => [qw(open stalled rejected resolved IsTested)],
IsTested => [qw(open stalled rejected resolved ToTest)],
},
# Actions
actions => [
'new -> ToTest'=> { label => 'ToTest', update =>
'Comment' },
'open -> ToTest' => { label => 'ToTest', update =>
'comment' },
'ToTest -> IsTested' => { label => 'IsTested', update =>
'Comment' },
'IsTested -> resolved' => { label => 'Resolve', update =>
'Respond' },
'IsTested -> ToTest' => { label => 'ToTest', update =>
'Comment' },
],
},
# Status mapping
__maps__ => {
'default -> igs' => {
'new' => 'new',
'open' => 'open',
'stalled' => 'stalled',
'resolved' => 'resolved',
'rejected' => 'rejected',
'deleted' => 'deleted',
},
'igs -> default' => {
'new' => 'new',
'open' => 'open',
'stalled' => 'stalled',
'resolved' => 'resolved',
'rejected' => 'rejected',
'deleted' => 'deleted',
'ToTest' => 'open',
'IsTested' => 'open',
},
},
);
Thanks a lot,
Horst
Note Importante: Le contenu de ce courriel est uniquement réservé à la personne
ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu,
veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce
cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de
l'utiliser de quelque manière que ce soit.
Imp
Re: [rt-users] Lifecycle : Reply Action changes the status
Horst,
Almost for sure you are running the scrip “On Correspond Open Tickets”.You
could disable this scrip entirely. You could then (optionally) write your own
condition which ignores tickets which have a certain status. For example, we
want the Open Tickets On Correspond action to take place only under this user
defined condition:
# Check for Transaction is Correspond and Ticket Status = "new"
# Otherwise a Correspond will leave status as is.
my $trans = $self->TransactionObj;
my $ticket = $self->TicketObj;
return ($trans->Type eq "Correspond" && $ticket->Status eq "new");
Jim
From: rt-users-boun...@lists.bestpractical.com
[mailto:rt-users-boun...@lists.bestpractical.com] On Behalf Of Kriegers Horst
Sent: Thursday, December 19, 2013 9:46 AM
To: 'ML - rt-users'
Subject: [rt-users] Lifecycle : Reply Action changes the status
Hello,
I’ve created a new Lifecyle with 2 new status “To test” and “Tested”
When a ticket's status is set to “To test” or “Tested” and I use the “Reply”
action, the status will change automatically to “Open” instead of staying on
"To test" or "Tested"
Here my lifecycle definition :
Set(%Lifecycles,
igs => {
## Cycle de vie pour file file IGS
initial => [ 'new' ],
active => [ 'open', 'stalled', 'ToTest', 'IsTested' ],
inactive=> [ 'resolved', 'rejected', 'deleted' ],
# Default order statuses for certain actions
defaults => {
on_create => 'new',
},
# Transitions d'un statut vers un autre
transitions => {
'' => [qw(new open resolved)],
# from => [ to list ],
new => [qw(open ToTest IsTested stalled resolved rejected
deleted )],
open => [qw(new ToTest IsTested stalled resolved rejected
deleted )],
stalled => [qw(open ToTest rejected resolved deleted )],
resolved => [qw(open ToTest rejected deleted )],
rejected => [qw(new open ToTest resolved deleted )],
deleted => [qw(open ToTest stalled rejected resolved )],
ToTest => [qw(open stalled rejected resolved IsTested)],
IsTested => [qw(open stalled rejected resolved ToTest)],
},
# Actions
actions => [
'new -> ToTest'=> { label => 'ToTest', update =>
'Comment' },
'open -> ToTest' => { label => 'ToTest', update =>
'comment' },
'ToTest -> IsTested' => { label => 'IsTested', update =>
'Comment' },
'IsTested -> resolved' => { label => 'Resolve', update =>
'Respond' },
'IsTested -> ToTest' => { label => 'ToTest', update =>
'Comment' },
],
},
# Status mapping
__maps__ => {
'default -> igs' => {
'new' => 'new',
'open' => 'open',
'stalled' => 'stalled',
'resolved' => 'resolved',
'rejected' => 'rejected',
'deleted' => 'deleted',
},
'igs -> default' => {
'new' => 'new',
'open' => 'open',
'stalled' => 'stalled',
'resolved' => 'resolved',
'rejected' => 'rejected',
'deleted' => 'deleted',
'ToTest' => 'open',
'IsTested' => 'open',
},
},
);
Thanks a lot,
Horst
Note Importante: Le contenu de ce courriel est uniquement réservé à la personne
ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu,
veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce
cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de
l'utiliser de quelque manière que ce soit.
Important Notice: The content of this e-mail is intended only and solely for
the use of the named recipient or organization. If you are not the named
recipient, please inform us immediately and delete the present e-mail. In this
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[rt-users] Lifecycle : Reply Action changes the status
Hello,
I’ve created a new Lifecyle with 2 new status “To test” and “Tested”
When a ticket's status is set to “To test” or “Tested” and I use the “Reply”
action, the status will change automatically to “Open” instead of staying on
"To test" or "Tested"
Here my lifecycle definition :
Set(%Lifecycles,
igs => {
## Cycle de vie pour file file IGS
initial => [ 'new' ],
active => [ 'open', 'stalled', 'ToTest', 'IsTested' ],
inactive=> [ 'resolved', 'rejected', 'deleted' ],
# Default order statuses for certain actions
defaults => {
on_create => 'new',
},
# Transitions d'un statut vers un autre
transitions => {
'' => [qw(new open resolved)],
# from => [ to list ],
new => [qw(open ToTest IsTested stalled resolved rejected
deleted )],
open => [qw(new ToTest IsTested stalled resolved rejected
deleted )],
stalled => [qw(open ToTest rejected resolved deleted )],
resolved => [qw(open ToTest rejected deleted )],
rejected => [qw(new open ToTest resolved deleted )],
deleted => [qw(open ToTest stalled rejected resolved )],
ToTest => [qw(open stalled rejected resolved IsTested)],
IsTested => [qw(open stalled rejected resolved ToTest)],
},
# Actions
actions => [
'new -> ToTest'=> { label => 'ToTest', update =>
'Comment' },
'open -> ToTest' => { label => 'ToTest', update =>
'comment' },
'ToTest -> IsTested' => { label => 'IsTested', update =>
'Comment' },
'IsTested -> resolved' => { label => 'Resolve', update =>
'Respond' },
'IsTested -> ToTest' => { label => 'ToTest', update =>
'Comment' },
],
},
# Status mapping
__maps__ => {
'default -> igs' => {
'new' => 'new',
'open' => 'open',
'stalled' => 'stalled',
'resolved' => 'resolved',
'rejected' => 'rejected',
'deleted' => 'deleted',
},
'igs -> default' => {
'new' => 'new',
'open' => 'open',
'stalled' => 'stalled',
'resolved' => 'resolved',
'rejected' => 'rejected',
'deleted' => 'deleted',
'ToTest' => 'open',
'IsTested' => 'open',
},
},
);
Thanks a lot,
Horst
Note Importante: Le contenu de ce courriel est uniquement réservé à la personne
ou l'organisme à qui il est destiné. Si vous n'êtes pas le destinataire prévu,
veuillez nous en informer au plus vite et détruire le présent courriel. Dans ce
cas, il ne vous est pas permis de copier ce courriel, de le distribuer ou de
l'utiliser de quelque manière que ce soit.
Important Notice: The content of this e-mail is intended only and solely for
the use of the named recipient or organization. If you are not the named
recipient, please inform us immediately and delete the present e-mail. In this
case, you are not allowed to copy, distribute or use this e-mail in any way.
