What we’ve done so far is taken a database dump of an existing RT instance
and created a new RT instance with it. The new RT instance was then
upgraded to RT 4 and RTIR was implemented on top of it. All the tickets
that did not belong to one of 4 queues were deleted and the following
remain:
4 old queues with tickets in them
4 new queues (Incident Reports, Incidents, Investigations, Blocks)
To move tickets from one of the old 4 queues we must define a lifecycle maps to define how the statuses are to be mapped.
My question is about the configuration of these maps… Does one have to
write out the entire LifeCycles configuration and include a few changes or
can one simply add to the current defaults by just writing out the new
values?
Would this be acceptable as a new configuration?
Set(%Lifecycles maps => {
‘from SC-ABUS → to Incident Reports’ => {
‘open’ => ‘open’,
‘resolved’ => ‘resolved’,
‘new’ => ‘new’,
‘stalled’ => ‘stalled’,
‘deleted’ => ‘rejected’
} );
or is there some easier way even still for all of the existing queues to
have tickets moved to “Incident Reports” and retain the proper status?
Would this be acceptable as a new configuration?
Set(%Lifecycles maps => {
‘from SC-ABUS → to Incident Reports’ => {
‘open’ => ‘open’,
‘resolved’ => ‘resolved’,
‘new’ => ‘new’,
‘stalled’ => ‘stalled’,
‘deleted’ => ‘rejected’
} );
Ignoring the fact that you’re missing a comma and a closing }, it’s
quite easy to add your sample to an RT_SiteConfig.pm and then go to https://you.rt.server/Admin/Tools/Configuration.html to see what RT
parsed as your lifecycle config.
In general, top level keys do not need to be copied (so if you’re not
changing general you don’t have to copy it) but if you’re changing
something inside general, you do have to copy it.
Ignoring the fact that you’re missing a comma and a closing }, it’s
quite easy to add your sample to an RT_SiteConfig.pm and then go to https://you.rt.server/Admin/Tools/Configuration.html to see what RT
parsed as your lifecycle config.
In general, top level keys do not need to be copied (so if you’re not
changing general you don’t have to copy it) but if you’re changing
something inside general, you do have to copy it.
I was unaware of that URL until now. Thank you and looking back the
closing } and comma are pretty obvious to me LOL Thank you.