Closing out reminders on a ticket using a custom lifecycle

I have a custom lifecycle set up for code related issues (coding, pending_deployment, user_testing, etc). I’ve got a reminder set (‘check and close’) on one of these tickets to check back with the user and confirm a fix is functional before closing out the ticket, but when I attempt to ‘check box to complete’ the reminder, I get this error:

Reminder ‘check and close’: You can’t change status from ‘open’ to ‘resolved’.

Are the status’ in the lifecycle tied to the reminders as well? What do I need to change in the lifecycle to allow this to work?

Thanks,
-Justin

I have a custom lifecycle set up for code related issues (coding, pending_deployment,
user_testing, etc). I’ve got a reminder set (check and close') on one of these tickets to check back with the user and confirm a fix is functional before closing out the ticket, but when I attempt to check box to complete’ the reminder, I get this error:

Reminder ‘check and close’: You can’t change status from ‘open’ to ‘resolved’.

Are the status’ in the lifecycle tied to the reminders as well? What do I need to change in
the lifecycle to allow this to work?

http://bestpractical.com/docs/rt/latest/RT_Config.html#reminder_on_open

and reminder_on_resolve

-kevin

I have a custom lifecycle set up for code related issues (coding, pending_deployment,
user_testing, etc). I’ve got a reminder set (check and close') on one of these tickets to check back with the user and confirm a fix is functional before closing out the ticket, but when I attempt to check box to complete’ the reminder, I get this error:

Reminder ‘check and close’: You can’t change status from ‘open’ to ‘resolved’.

Are the status’ in the lifecycle tied to the reminders as well? What do I need to change in
the lifecycle to allow this to work?

http://bestpractical.com/docs/rt/latest/RT_Config.html#reminder_on_open

and reminder_on_resolve

-kevin

Is there a way to not have it change status at all?

-Justin

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, February 25, 2014 1:01 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] closing out reminders on a ticket using a custom lifecycle

I have a custom lifecycle set up for code related issues (coding, pending_deployment,
user_testing, etc). I’ve got a reminder set (check and close') on one of these tickets to check back with the user and confirm a fix is functional before closing out the ticket, but when I attempt to check box to complete’ the reminder, I get this error:

Reminder ‘check and close’: You can’t change status from ‘open’ to ‘resolved’.

Are the status’ in the lifecycle tied to the reminders as well? What do I need to change in
the lifecycle to allow this to work?

RT Config - RT 5.0.3 Documentation - Best Practical

and reminder_on_resolve

Is there a way to not have it change status at all?

I’m struggling to see how that would work. Reminders need to be in
one status when created and another when resolved. Otherwise we could
never know whether or not to list the Reminder in the Reminders box,
since we make that decision based on the status.

-kevin

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-
bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, February 25, 2014 2:17 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] closing out reminders on a ticket using a custom
lifecycle

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-
bounces@lists.bestpractical.com] On Behalf Of Kevin Falcone
Sent: Tuesday, February 25, 2014 1:01 PM
To: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] closing out reminders on a ticket using a custom
lifecycle

I have a custom lifecycle set up for code related issues (coding,
pending_deployment,
user_testing, etc). I’ve got a reminder set (check and close') on one of these tickets to check back with the user and confirm a fix is functional before closing out the ticket, but when I attempt to check box to complete’ the reminder, I get this
error:

Reminder ‘check and close’: You can’t change status from ‘open’ to
‘resolved’.

Are the status’ in the lifecycle tied to the reminders as well?
What do I need to change in
the lifecycle to allow this to work?

RT Config - RT 5.0.3 Documentation - Best Practical

and reminder_on_resolve

Is there a way to not have it change status at all?

I’m struggling to see how that would work. Reminders need to be in
one status when created and another when resolved. Otherwise we could
never know whether or not to list the Reminder in the Reminders box,
since we make that decision based on the status.

-kevin

Perhaps I’m just mis-understanding this. When I read “reminder_on_resolve: When a reminder is resolved, the status will be changed to this value.”, and it’s a property of the lifecycle, I’m assuming that it’s talking about the ticket status; I do not want the ticket status to change.

From your response, I gather that this is meant to mean that it will change the status of the reminder (not the ticket). If I am wrong here, please let me know.

That being said, I’ve set states for the reminder_on_open and reminder_on_resolve default options, restarted apache, and I’m still receiving the same error when trying to close out a reminder:

Reminder ‘check and close’: You can’t change status from ‘open’ to ‘resolved’.

Perhaps I’m just mis-understanding this. When I read
"reminder_on_resolve: When a reminder is resolved, the status will be
changed to this value.", and it’s a property of the lifecycle, I’m
assuming that it’s talking about the ticket status; I do not want the
ticket status to change.

Reminders are tickets.
You’re telling the lifecycle what status to set the status of the
reminder to. It’s possible that piece could be clearer, it was added
to address issues exactly like yours.

From your response, I gather that this is meant to mean that it will change the status of the reminder (not the ticket). If I am wrong here, please let me know.

That being said, I’ve set states for the reminder_on_open and reminder_on_resolve default options, restarted apache, and I’m still receiving the same error when trying to close out a reminder:

Reminder ‘check and close’: You can’t change status from ‘open’ to ‘resolved’.

If you’ve changed the config from resolved, I find it hard to understand why
RT would still try to resolve.

Please show a simple up-to-date lifecycle configuration and provide
replication steps to see the problem so others can test.

-kevin

I think I’ve got it figured out. In the new lifecycle, I don’t have a transition from open->resolved. Once I added that in, we were able to start closing out reminders.

Thanks for the help, and for the clarification.

-Justin