Hello RT Community,
How do i enable our environment to allow users to create “Reminders” on a ticket at any stage of a Lifecycle, not just Open (which we don’t use)? The lifecycles that we are using are more granular and align with the software development/ maintenance lifecycle. I get the following error message when i try creating one on a ticket in a queue: Status ‘open’ isn’t a valid status for tickets in this queue.
You need to set these values for the lifecycle you’re using:
"defaults" : {
"reminder_on_open" : "open",
"reminder_on_resolve" : "Staff Resolved"
}
If you’re using the web UI lifecycle editor it will need to be under the advanced tab
Thanks for the guidance. I tried adding NEW (as underlined), but it still fails when i attempt to create a reminder. Did I do it correctly? “on_create” : NEW was already there so, so i added it after.
It should be “reminder_on_open”
I changed it to open, but received this message since we don’t use “open” as a stage in the lifecycle. It also won’t allow me to save the changes. Do we have to use Open in all lifecycles in order for reminders to function? That’s why I thought changing it to New would align would work, but it didn’t.
You changed the left hand config side correctly but you don’t need to change the right side to “open” you can leave that as “new”
Fabulous! I made the change and have Reminders working for both lifecycles now! I’m curious what the statement “reminder_on_resolve” : “Staff Resolved” does for you. Does it close the reminders automatically when the primary ticket is closed?
I just tried to Close/Resolve a Reminder and get a similar error. I tried adding another line where I added the first but still get the error.
Do I need to add code for each of the lifecycle statuses for reminders to work properly?
Its reminder_on_resolve not reminder_on_resolved.
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Thank you. It works now.