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
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 asanka_gunasek...@yahoo.co.uk
To: rt-users@lists.bestpractical.com 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 asanka_gunasek...@yahoo.co.uk
To: rt-users@lists.bestpractical.com 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 07/29/2013 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
[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
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 asanka_gunasek...@yahoo.co.uk To: rt-users@lists.bestpractical.com 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
