Additional Statuses

RT Users
1

Hey all,

I am attempting to add some additional status values (beyond: new, open,
rejected, etc…).

As indicated by the subject of this email I have located some previous
threads on this issue, and have tried modifying the Queue_Overlay and
creating a Queue_Local.pm file with altered @STATUS array values.
However having done this the new statuses are not appearing in the drop
down lists for tickets.

Any suggestions appreciated.

Regards,
BenR

2

I am attempting to add some additional status values (beyond:
new, open, rejected, etc.).

As indicated by the subject of this email I have located some
previous threads on this issue, and have tried modifying the
Queue_Overlay and creating a Queue_Local.pm file with altered
@STATUS array values. However having done this the new
statuses are not appearing in the drop down lists for tickets.

Any suggestions appreciated.

Ben,

This is what I did. A smarter cookie may jump in and correct me !

in “lib/RT/Queue_Overlay.pm” I changed the following lines

@ACTIVE_STATUS = qw(new open stalled active);
@INACTIVE_STATUS = qw(resolved rejected deleted checked invoiced);

I also added/updated the comments just below

$self->loc(‘checked’); # For the string extractor to get a string to

localize

$self->loc(‘invoiced’); # For the string extractor to get a string to

localize

Then you can access the new status in scripts etc.
I think there is some more info at http://wiki.bestpractical.com

HTH

Scott Muller

3

Scott/All,

Thanks for the reply…

I have done exactly what you did, and no luck.

My investigations tell me that the “SelectStatus” script in
/lib/RT is selecting what statuses to display to the user based on
the queue that is currently selected [@status=$queue->StatusArray()],
where $queue is a call to RT::Queue($session{‘CurrentUser’}), or
something to that effect.

The thing I now can’t work out is where RT sets the relationship between
the statuses available and those available to the currently accessed
queue.

Any tips/thoughts appreciated.

BenRFrom: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Scott
Muller
Sent: Wednesday, 20 October 2004 4:43 PM
To: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Additional Statuses

I am attempting to add some additional status values (beyond:
new, open, rejected, etc.).

As indicated by the subject of this email I have located some
previous threads on this issue, and have tried modifying the
Queue_Overlay and creating a Queue_Local.pm file with altered
@STATUS array values. However having done this the new
statuses are not appearing in the drop down lists for tickets.

Any suggestions appreciated.

Ben,

This is what I did. A smarter cookie may jump in and correct me !

in “lib/RT/Queue_Overlay.pm” I changed the following lines

@ACTIVE_STATUS = qw(new open stalled active);
@INACTIVE_STATUS = qw(resolved rejected deleted checked invoiced);

I also added/updated the comments just below

$self->loc(‘checked’); # For the string extractor to get a string to

localize

$self->loc(‘invoiced’); # For the string extractor to get a string to

localize

Then you can access the new status in scripts etc.
I think there is some more info at http://wiki.bestpractical.com

HTH

Scott Muller

http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Be sure to check out the RT wiki at http://wiki.bestpractical.com

4

Scott/All,

Thanks for the reply…

I have done exactly what you did, and no luck.

I did the very same thing only a week ago and had no problem at all.
Have you restarted apache since making the changes? AFAIK, Mason will
need to recompile to get the statuses included. That happens when you
restart apache.

Just a thought

Cheers!
Rick

signature.asc (189 Bytes)

5

And have the user log out and back in.On Fri, Oct 22, 2004 at 07:49:16AM +1000, Rick Measham wrote:

On Thu, 2004-10-21 at 17:38, Ben Robson wrote:

Scott/All,

Thanks for the reply…

I have done exactly what you did, and no luck.

I did the very same thing only a week ago and had no problem at all.
Have you restarted apache since making the changes? AFAIK, Mason will
need to recompile to get the statuses included. That happens when you
restart apache.

Just a thought

Cheers!
Rick

The rt-users Archives

Be sure to check out the RT wiki at http://wiki.bestpractical.com

6

Rick,

Whoohoo… That did the trick. I should have thought of that. I went
looking in the Mason stuff too, just in case it was caching stuff, but
nothing tripped the right brain-cell.

Thanks again all.
BenR-----Original Message-----
From: Rick Measham [mailto:rickm@3d3.com]
Sent: Friday, 22 October 2004 7:49 AM
To: Ben Robson
Cc: Scott Muller; RT Users
Subject: RE: [rt-users] Additional Statuses

On Thu, 2004-10-21 at 17:38, Ben Robson wrote:

Scott/All,

Thanks for the reply…

I have done exactly what you did, and no luck.

I did the very same thing only a week ago and had no problem at all.
Have you restarted apache since making the changes? AFAIK, Mason will
need to recompile to get the statuses included. That happens when you
restart apache.

Just a thought

Cheers!
Rick