I’ve upgraded an instance from 3.8.8 to 5.0.2.
In 3.8.8 we are used to tickets with “new” status being found by default with a SimpleSearch. Now, I see that with Lifecycles, SimpleSearch only considers “active” tickets, and “active” tickets are defined as those with statuses “open” or “stalled”. Tickets that are “new” being considered “initial”.
Is there a clean and simple way to get SimpleSearch to consider both “initial” and “active” tickets?
I see I could move the “new” status from “initial” to “active” but that seems like it may have far-reaching implications, not least that I’d have to set all of the Lifecycle stuff in my config just for that, when we’re otherwise happy with the default Lifecycle settings.
I have searched around looking for settings that allow changing what statuses SimpleSearch considers by default, but so far I’ve only found information that predates Lifecycles, so is probably incorrect.
I know you can just add status names to the query e.g. foobar new open
would search for foobar
in both new and open tickets but it’d be nice to not have to remember.
I see that I can set OnlySearchActiveTicketsInSimpleSearch
. That would of course make SimpleSearch look in all tickets so that’s not ideal.
Looking at /opt/rt5/lib/RT/Search/Simple.pm it seems like that would be the only option though, as it just checks for that and if that’s not set then it hard codes
$limits->{status} = ["Status = '__Active__'"];
(line 191)
If I did want to consider patching the source, what should I change it to, to add “new”?
Would anyone apart from me want an AlsoSearchNewTicketsInSimpleSearch
setting?
Thanks,
Andy