Adding additional status option

Hi everyone,

I’ve looked through the RT database and it appears that there’s no table
that contains the list of predetermined ticket status options (e.g., new,
open, resolved, etc.) I’d like to add another one, “At repair,” to indicate
that a particular piece of equipment is in the shop. I haven’t found any
clues in the list archives either.

If it’s not in the database, where should I add that?

-Tim

Timothy Wilson
Technology Integration Specialist
Hopkins ISD #270, Hopkins, MN, USA
ph: 952.988.4103 fax: 952.988.4311 AIM: tis270

Hi Tim,

I asked a simular question not long ago, didn’t get an answer,
but I can tell you what I do know.

You’re right that there’s no table. The different status’s are listed
in the Queue_Overlay.pm file. You’ll need to add it to either the
@ACTIVE_STATUS or @INACTIVE_STATUS array’s and add the appropriate
comment line below (not sure why, just seems that way… if it doesn’t
make sense right now, it will when you edit the file.)

The only problem I have is that changes here are global, not specific
to one queue. So if you have a bunch of queues, and only want to change
one of them… you’re kinda SOL. If you figure out how to limit it to
a single queue, by all means let me know. :slight_smile:

-AaronOn Tue, Feb 03, 2004 at 10:41:58AM -0600, Tim Wilson wrote:

Hi everyone,

I’ve looked through the RT database and it appears that there’s no table
that contains the list of predetermined ticket status options (e.g., new,
open, resolved, etc.) I’d like to add another one, “At repair,” to indicate
that a particular piece of equipment is in the shop. I haven’t found any
clues in the list archives either.

If it’s not in the database, where should I add that?

It sounds like you should be using a custom field for the queue.

-ToddOn Tue, Feb 03, 2004 at 10:11:07AM -0800, Aaron Turner wrote:

Hi Tim,

I asked a simular question not long ago, didn’t get an answer,
but I can tell you what I do know.

You’re right that there’s no table. The different status’s are listed
in the Queue_Overlay.pm file. You’ll need to add it to either the
@ACTIVE_STATUS or @INACTIVE_STATUS array’s and add the appropriate
comment line below (not sure why, just seems that way… if it doesn’t
make sense right now, it will when you edit the file.)

The only problem I have is that changes here are global, not specific
to one queue. So if you have a bunch of queues, and only want to change
one of them… you’re kinda SOL. If you figure out how to limit it to
a single queue, by all means let me know. :slight_smile:

-Aaron

On Tue, Feb 03, 2004 at 10:41:58AM -0600, Tim Wilson wrote:

Hi everyone,

I’ve looked through the RT database and it appears that there’s no table
that contains the list of predetermined ticket status options (e.g., new,
open, resolved, etc.) I’d like to add another one, “At repair,” to indicate
that a particular piece of equipment is in the shop. I haven’t found any
clues in the list archives either.

If it’s not in the database, where should I add that?


rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Well that would suck for obvious reasons. A tool like RT should
adapt to the user’s needs, not the other way around. I understand
that right now it doesn’t support this, but that doesn’t mean
the custom work around is the “correct solution”.On Tue, Feb 03, 2004 at 12:36:29PM -0500, Todd Chapman wrote:

It sounds like you should be using a custom field for the queue.

-Todd

On Tue, Feb 03, 2004 at 10:11:07AM -0800, Aaron Turner wrote:

Hi Tim,

I asked a simular question not long ago, didn’t get an answer,
but I can tell you what I do know.

You’re right that there’s no table. The different status’s are listed
in the Queue_Overlay.pm file. You’ll need to add it to either the
@ACTIVE_STATUS or @INACTIVE_STATUS array’s and add the appropriate
comment line below (not sure why, just seems that way… if it doesn’t
make sense right now, it will when you edit the file.)

The only problem I have is that changes here are global, not specific
to one queue. So if you have a bunch of queues, and only want to change
one of them… you’re kinda SOL. If you figure out how to limit it to
a single queue, by all means let me know. :slight_smile:

-Aaron

On Tue, Feb 03, 2004 at 10:41:58AM -0600, Tim Wilson wrote:

Hi everyone,

I’ve looked through the RT database and it appears that there’s no table
that contains the list of predetermined ticket status options (e.g., new,
open, resolved, etc.) I’d like to add another one, “At repair,” to indicate
that a particular piece of equipment is in the shop. I haven’t found any
clues in the list archives either.

If it’s not in the database, where should I add that?


rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

Aaron Turner aturner@netscreen.com work: 408-543-4025
Sr. Security Engineer fax: 408-543-4078
NetScreen Technologies, Inc
All emails by me are PGP signed; a bad signature indicates a forgery.

I’m just sugggesting the the Ticket’s status is Open, but
that for one queue you could have a sub-status that is more
specific.

However the code is there and you can do what you want…

-ToddOn Tue, Feb 03, 2004 at 11:01:13AM -0800, Aaron Turner wrote:

Well that would suck for obvious reasons. A tool like RT should
adapt to the user’s needs, not the other way around. I understand
that right now it doesn’t support this, but that doesn’t mean
the custom work around is the “correct solution”.

On Tue, Feb 03, 2004 at 12:36:29PM -0500, Todd Chapman wrote:

It sounds like you should be using a custom field for the queue.

-Todd

On Tue, Feb 03, 2004 at 10:11:07AM -0800, Aaron Turner wrote:

Hi Tim,

I asked a simular question not long ago, didn’t get an answer,
but I can tell you what I do know.

You’re right that there’s no table. The different status’s are listed
in the Queue_Overlay.pm file. You’ll need to add it to either the
@ACTIVE_STATUS or @INACTIVE_STATUS array’s and add the appropriate
comment line below (not sure why, just seems that way… if it doesn’t
make sense right now, it will when you edit the file.)

The only problem I have is that changes here are global, not specific
to one queue. So if you have a bunch of queues, and only want to change
one of them… you’re kinda SOL. If you figure out how to limit it to
a single queue, by all means let me know. :slight_smile:

-Aaron

On Tue, Feb 03, 2004 at 10:41:58AM -0600, Tim Wilson wrote:

Hi everyone,

I’ve looked through the RT database and it appears that there’s no table
that contains the list of predetermined ticket status options (e.g., new,
open, resolved, etc.) I’d like to add another one, “At repair,” to indicate
that a particular piece of equipment is in the shop. I haven’t found any
clues in the list archives either.

If it’s not in the database, where should I add that?


rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm


Aaron Turner aturner@netscreen.com work: 408-543-4025
Sr. Security Engineer fax: 408-543-4078
NetScreen Technologies, Inc
All emails by me are PGP signed; a bad signature indicates a forgery.