Re: [rt-users] Problem with custom lifecycle
On 28/02/2014 02:34, Kevin Falcone wrote: On Fri, Feb 28, 2014 at 12:07:18AM +, Simon Wilcox wrote: On 27/02/2014 21:24, Kevin Falcone wrote: Keep in mind that 'Open Tickets' in RT 4.2 doesn't use 'open', it moves it to the first active status, so your 'open' is leaking from somewhere else, presumably another scrip with more custom code. Yes - we appear to have a Global Scrip (On Correspond Open Tickets) that re-opens the ticket exactly as you describe (authorised is the first active status in the transition list for assessed, n.b. not the first in the active list[1]) You can read the documentation for that Scrip Action to understand how it works. http://bestpractical.com/docs/rt/latest/RT/Action/AutoOpen.html Many thanks - I'll read up on that. I think I need to move all the Scrips from Global to Queue based and then allocate them out to each queue individually. I can't seem to find a facility to turn a Global Scrip off on a per-queue basis. You must have missed this in my previous email. Click on Admin - Scrips - Scrip Name click on Applies To Unselect it globally, assign to relevant queues. No, I didn't miss it but that's not the same thing although it achieves the same end effect. I understand that this is the correct way to do what I want and I'll be implementing it this way today. I have a much better idea of how these things work now, thank you for your advice :-) Simon. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Problem with custom lifecycle
Try RT-Extension-QueueDeactivatedScrips. Search inside Github. Von meinem iPhone gesendet Am 26.02.2014 um 23:50 schrieb Simon Wilcox sim...@simonwilcox.co.uk: I think I have found the culprit - there's a load of Global Scrips (probably hangovers from our original 3.x install, we're now on 4.2.2 via 4.0.8) and one of those is On Correspond Open Tickets - I think this is possibly running and getting confused as there's no Open state in this lifecycle. So new question - is there an easy way to migrate these 14 Global Scrips down to specific queues, or can I stop them running on a specific queue ? On 26/02/2014 19:37, Simon Wilcox wrote: I'm setting up a new lifecycle to manage our change request process and I'm seeing some odd behaviour which I'm sure is something obvious. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Problem with custom lifecycle
Hi, That looks promising but no indication that it works with 4.x. I'm not very familiar with RT's extension mechanisms, should I expect something targeting 3.x to work seamlessly on 4.x ? Simon. On 27/02/2014 07:13, Torsten Brumm wrote: Try RT-Extension-QueueDeactivatedScrips. Search inside Github. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Problem with custom lifecycle
Hi Simon, There is an updated version: https://github.com/dmsimard/RT-Extension-QueueDeactivatedScrips?source=c Von meinem iPhone gesendet Am 27.02.2014 um 09:55 schrieb Simon Wilcox sim...@simonwilcox.co.uk: Hi, That looks promising but no indication that it works with 4.x. I'm not very familiar with RT's extension mechanisms, should I expect something targeting 3.x to work seamlessly on 4.x ? Simon. On 27/02/2014 07:13, Torsten Brumm wrote: Try RT-Extension-QueueDeactivatedScrips. Search inside Github. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Problem with custom lifecycle
On Thu, Feb 27, 2014 at 11:57:01AM +0100, Torsten Brumm wrote: Hi Simon, There is an updated version: https://github.com/dmsimard/RT-Extension-QueueDeactivatedScrips?source=c All of the functionality of this extension should already be in core in 4.2, so I'm not sure of the relevance here. -kevin pgphhbW2i_qdi.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Problem with custom lifecycle
On Wed, Feb 26, 2014 at 07:37:27PM +, Simon Wilcox wrote: I'm setting up a new lifecycle to manage our change request process and I'm seeing some odd behaviour which I'm sure is something obvious. The lifecycle is pasted below. The straight line path seems to work OK but whenever I try to transition from assessed to anything other than authorised I get an error that says I can't change from assessed to, say, assessment and the history indicates that it has Making a sample RT with your Config (wrapped in Set(%Lifecycles, yourconfig) and a queue with that Lifecycle, I can click on a ticket after creation and change the statuses from assessed to assessment without error. You'll need to provide more details about your eror. I think I have found the culprit - there's a load of Global Scrips (probably hangovers from our original 3.x install, we're now on 4.2.2 via 4.0.8) and one of those is On Correspond Open Tickets - I think this is possibly running and getting confused as there's no Open state in this lifecycle. So new question - is there an easy way to migrate these 14 Global Scrips down to specific queues, or can I stop them running on a specific queue ? Click on Admin - Scrips - Scrip Name click on Applies To Unselect it globally, assign to relevant queues. Keep in mind that 'Open Tickets' in RT 4.2 doesn't use 'open', it moves it to the first active status, so your 'open' is leaking from somewhere else, presumably another scrip with more custom code. -kevin pgp41rbHlOcgk.pgp Description: PGP signature -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
Re: [rt-users] Problem with custom lifecycle
On 27/02/2014 21:24, Kevin Falcone wrote:
Keep in mind that 'Open Tickets' in RT 4.2 doesn't use 'open', it
moves it to the first active status, so your 'open' is leaking from
somewhere else, presumably another scrip with more custom code.
Yes - we appear to have a Global Scrip (On Correspond Open Tickets) that
re-opens the ticket exactly as you describe (authorised is the first
active status in the transition list for assessed, n.b. not the first in
the active list[1])
I think I need to move all the Scrips from Global to Queue based and
then allocate them out to each queue individually.
I can't seem to find a facility to turn a Global Scrip off on a
per-queue basis.
Simon.
[1] Extract from previous:
changerequest = {
initial = [ 'new' ],
active = [ 'assessment', 'assessed', 'authorised',
'implementation', 'review'],
inactive= [ 'closed', 'rejected_by_cm',
'rejected_by_cab', 'deleted' ],
transitions = {
'' = [qw(new assessment)],
# from= [ to list ],
new = [qw(assessment assessed rejected_by_cm
deleted)],
assessment= [qw(assessed rejected_by_cm deleted)],
assessed = [qw(authorised assessment
rejected_by_cm rejected_by_cab)],
authorised= [qw(implementation review)],
--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training
[rt-users] Problem with custom lifecycle
Hi,
I'm setting up a new lifecycle to manage our change request process and
I'm seeing some odd behaviour which I'm sure is something obvious.
The lifecycle is pasted below. The straight line path seems to work OK
but whenever I try to transition from assessed to anything other than
authorised I get an error that says I can't change from assessed to,
say, assessment and the history indicates that it has indeed changed
the status to authorised before attempting to change it to some other state.
What am I doing wrong ?
Many thanks,
Simon.
changerequest = {
initial = [ 'new' ],
active = [ 'assessment', 'assessed', 'authorised',
'implementation', 'review'],
inactive= [ 'closed', 'rejected_by_cm',
'rejected_by_cab', 'deleted' ],
defaults = {
on_create = 'new',
on_merge = 'closed',
approved = 'authorised',
denied= 'rejected_by_cm',
reminder_on_open = 'assessment',
reminder_on_resolve = 'review',
},
transitions = {
'' = [qw(new assessment)],
# from= [ to list ],
new = [qw(assessment assessed rejected_by_cm
deleted)],
assessment= [qw(assessed rejected_by_cm deleted)],
assessed = [qw(authorised assessment
rejected_by_cm rejected_by_cab)],
authorised= [qw(implementation review)],
implementation= [qw(review)],
review= [qw(closed)],
closed= [qw()],
rejected_by_cm= [qw()],
rejected_by_cab = [qw()],
deleted = [qw()],
},
rights = {
'* - deleted' = 'DeleteTicket',
'* - *'= 'ModifyTicket',
},
actions = [
'new - assessment' = {
label = 'Start Assessing', # loc
update = 'Respond',
},
'new - assessed' = {
label = 'Ready for CAB', # loc
update = 'Respond',
},
'new - rejected_by_cm' = {
label = 'Reject (CM)', # loc
update = 'Respond',
},
'new - deleted' = {
label = 'Delete', # loc
},
'assessment - assessed' = {
label = 'Ready for CAB', # loc
update = 'Respond',
},
'assessment - rejected_by_cm' = {
label = 'Reject (CM)', # loc
update = 'Respond',
},
'assessed - authorised' = {
label = 'Authorise (CAB)', # loc
update = 'Respond',
},
'assessed - assessment' = {
label = 'Return for Assessment', # loc
update = 'Respond',
},
'assessed - rejected_by_cm' = {
label = 'Reject (CM)', # loc
update = 'Respond',
},
'assessed - rejected_by_cab' = {
label = 'Reject (CAB)', # loc
update = 'Respond',
},
'authorised - implementation' = {
label = 'Release to Implementation', # loc
update = 'Respond',
},
'authorised - review' = {
label = 'Pass to Review', # loc
update = 'Respond',
},
'implementation - review' = {
label = 'Pass to Review', # loc
update = 'Respond',
},
'review - closed' = {
label = 'Close CR', # loc
update = 'Comment',
},
],
},
--
RT Training London, March 19-20 and Dallas May 20-21
http://bestpractical.com/training
Re: [rt-users] Problem with custom lifecycle
I think I have found the culprit - there's a load of Global Scrips (probably hangovers from our original 3.x install, we're now on 4.2.2 via 4.0.8) and one of those is On Correspond Open Tickets - I think this is possibly running and getting confused as there's no Open state in this lifecycle. So new question - is there an easy way to migrate these 14 Global Scrips down to specific queues, or can I stop them running on a specific queue ? On 26/02/2014 19:37, Simon Wilcox wrote: I'm setting up a new lifecycle to manage our change request process and I'm seeing some odd behaviour which I'm sure is something obvious. -- RT Training London, March 19-20 and Dallas May 20-21 http://bestpractical.com/training
