Custom Status 4.0.2

Using the sample, my config fails to load - it says it fails on line 98 which would correspond with the “defaults => {” line (notice the S on defaults, not the “default” line).

This example was found @ http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the wiki is wrong, I read and implemented something wrong or my sample is wrong…

Randy

Set(%Lifecycles,

default => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘ABC’, ‘At_Client’, ‘ABC-E’, ‘Developing’, ‘stalled’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],
}

defaults => {
on_create => ‘new’,
on_merge => ‘resolved’,
approved => ‘open’,
denied => ‘rejected’,
},

transitions => {
=> [qw(new open resolved)],
# from => [ to list ],
new => [qw(open stalled ABC At_Client ABC-E Developing resolved rejected deleted)],
open => [qw(stalled ABC At_Client ABC-E Developing resolved rejected deleted)],
ABC => [qw(open stalled At_Client ABC-E Developing resolved rejected deleted)],
At_Client => [qw(open stalled ABC ABC-E Developing resolved rejected deleted)],
‘ABC-E’ => [qw(open stalled ABC At_Client Developing resolved rejected deleted)],
Developing => [qw(open stalled ABC At_Client ABC-E resolved rejected deleted)],
stalled => [qw(open ABC At_Client ABC-E Developing rejected resolved deleted)],
resolved => [qw(open ABC At_Client ABC-E Developing stalled rejected deleted)],
rejected => [qw(open ABC At_Client ABC-E Developing stalled resolved deleted)],
deleted => [qw(open ABC At_Client ABC-E Developing stalled rejected resolved)],
},

rights => {
‘* → deleted’ => ‘DeleteTicket’,
‘* → *’ => ‘ModifyTicket’,
},

actions => [
‘new → open’ => { label => ‘Open It’, update => ‘Respond’ },
‘new → resolved’ => { label => ‘Resolve’, update => ‘Comment’ },
‘new → rejected’ => { label => ‘Reject’, update => ‘Respond’ },
‘new → deleted’ => { label => ‘Delete’ },
‘open → stalled’ => { label => ‘Stall’, update => ‘Comment’ },
‘open → resolved’ => { label => ‘Resolve’, update => ‘Comment’ },
‘open → rejected’ => { label => ‘Reject’, update => ‘Respond’ },
‘stalled → open’ => { label => ‘Open It’ },
‘resolved → open’ => { label => ‘Re-open’, update => ‘Comment’ },
‘rejected → open’ => { label => ‘Re-open’, update => ‘Comment’ },
]
);
);

Should there be a comma after the closing brace preceding that line?From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] On Behalf Of Randy Black
Sent: Monday, October 10, 2011 5:08 PM
To: rt-users@lists.bestpractical.com
Subject: [rt-users] Custom Status 4.0.2

Using the sample, my config fails to load - it says it fails on line 98 which would correspond with the “defaults => {” line (notice the S on defaults, not the “default” line).

This example was found @ http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the wiki is wrong, I read and implemented something wrong or my sample is wrong…

Randy

Set(%Lifecycles,

default => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘ABC’, ‘At_Client’, ‘ABC-E’, ‘Developing’, ‘stalled’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],
}

defaults => {
on_create => ‘new’,
on_merge => ‘resolved’,
approved => ‘open’,
denied => ‘rejected’,
},

[snip]

Tried this - no dice.

What is “this”? I spotted two most obvious errors. Sadly you have
more. Send the current variant.

Couldn’t load RT config file RT_SiteConfig.pm:\n\nsyntax error at /apps/rt4/etc/RT_SiteConfig.pm line 107, near “=>”\nMissing right curly or square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of line\nCompilation failed in require at /apps/rt4/sbin/…/lib/RT/Config.pm line 888.\n\t(in cleanup) Error while loading /apps/rt4/sbin/rt-server: Couldn’t load RT config file RT_SiteConfig.pm:\n\nsyntax error at /apps/rt4/etc/RT_SiteConfig.pm line 107, near “=>”\nMissing right curly or square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of line\nCompilation failed in require at /apps/rt4/sbin/…/lib/RT/Config.pm line 888.\n

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf Of Ruslan Zakirov
Sent: Tuesday, October 11, 2011 9:26 AM
To: Randy Black
Subject: Re: [rt-users] Custom Status 4.0.2

Using the sample, my config fails to load - it says it fails on line 98
which would correspond with the “defaults => {” line (notice the S on
defaults, not the “default” line).

This example was found @
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the wiki
is wrong, I read and implemented something wrong or my sample is wrong…

Randy

Set(%Lifecycles,

default => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘ABC’, ‘At_Client’, ‘ABC-E’, ‘Developing’,
‘stalled’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],
}

this closing bracket should be deleted. Most closing brackets need
comma or semi right after.

defaults => {
on_create => ‘new’,
on_merge => ‘resolved’,
approved => ‘open’,
denied => ‘rejected’,
},

transitions => {
=> [qw(new open resolved)],
# from => [ to list ],
new => [qw(open stalled ABC At_Client ABC-E Developing resolved
rejected deleted)],
open => [qw(stalled ABC At_Client ABC-E Developing resolved
rejected deleted)],
ABC => [qw(open stalled At_Client ABC-E Developing resolved
rejected deleted)],
At_Client => [qw(open stalled ABC ABC-E Developing resolved rejected
deleted)],
‘ABC-E’ => [qw(open stalled ABC At_Client Developing resolved
rejected deleted)],
Developing => [qw(open stalled ABC At_Client ABC-E resolved rejected
deleted)],
stalled => [qw(open ABC At_Client ABC-E Developing rejected
resolved deleted)],
resolved => [qw(open ABC At_Client ABC-E Developing stalled rejected
deleted)],
rejected => [qw(open ABC At_Client ABC-E Developing stalled resolved
deleted)],
deleted => [qw(open ABC At_Client ABC-E Developing stalled rejected
resolved)],
},

rights => {
‘* → deleted’ => ‘DeleteTicket’,
‘* → *’ => ‘ModifyTicket’,
},

actions => [
‘new → open’ => { label => ‘Open It’, update => ‘Respond’ },
‘new → resolved’ => { label => ‘Resolve’, update => ‘Comment’ },
‘new → rejected’ => { label => ‘Reject’, update => ‘Respond’ },
‘new → deleted’ => { label => ‘Delete’ },
‘open → stalled’ => { label => ‘Stall’, update => ‘Comment’ },
‘open → resolved’ => { label => ‘Resolve’, update => ‘Comment’ },
‘open → rejected’ => { label => ‘Reject’, update => ‘Respond’ },
‘stalled → open’ => { label => ‘Open It’ },
‘resolved → open’ => { label => ‘Re-open’, update => ‘Comment’ },
‘rejected → open’ => { label => ‘Re-open’, update => ‘Comment’ },
]
);
);

these two closing parens with semicolons right after looks wrong as well.


Best regards, Ruslan.

Best regards, Ruslan.

Hi Ruslan,

Hello,

That’s a good question. I would be pleased to use the defaults. I had limited exposure to RT 3.x and brand new to RT4 as a sys admin. My main goal is to add just a few statuses and a spam action.

I went to the training in Chicago, but I’m afraid I must have not been caffeinated enough or over caffinated when we went over that section…

How do I add “InProgress” and “WaitingOnClient” to the statuses and a “spam” action?

You keep Ccing rt-users@ mailing list so other people can help you %)

First of all, open RT_Config.pm that is, as well, in etc dir. Copy
default %Lifecycle setting from it into RT_SiteConfig.pm starting from
“Set(%Lifecycles,” ending with “);”. Restart your server to make sure
it worked or run perl -c etc/RT_SiteConfig.pm to make sure syntax is
ok even before restarting server.

Then you can add new statuses. You probably need “active => […],”
line. Then for new statuses you add allowed transitions. And so on.
Just make sure every bracket and quote character is balanced. If you
don’t trust your changes, check syntax with above command after every
change.

Thanks much for your help!
Randy

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf Of Ruslan Zakirov
Sent: Tuesday, October 11, 2011 2:55 PM
To: Randy Black
Subject: Re: [rt-users] Custom Status 4.0.2

I simply copied and pasted the code from some one’s prod box posted on the wiki here:

My editor pastes additional braces into code if I paste it in a wrong mode.

http://requesttracker.wikia.com/wiki/CustomStatusesInRt4

That article copies mostly everything from RT_Config.pm.

That didn’t work, so I tried your suggestions, with leaving the rest untouched.

Why didn’t you use defaults from RT_Config.pm?

Thanks,
Randy

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf Of Ruslan Zakirov
Sent: Tuesday, October 11, 2011 2:35 PM
To: Randy Black
Cc: RT users
Subject: Re: [rt-users] Custom Status 4.0.2

Tried this - no dice.

What is “this”? I spotted two most obvious errors. Sadly you have
more. Send the current variant.

Couldn’t load RT config file RT_SiteConfig.pm:\n\nsyntax error at /apps/rt4/etc/RT_SiteConfig.pm line 107, near “=>”\nMissing right curly or square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of line\nCompilation failed in require at /apps/rt4/sbin/…/lib/RT/Config.pm line 888.\n\t(in cleanup) Error while loading /apps/rt4/sbin/rt-server: Couldn’t load RT config file RT_SiteConfig.pm:\n\nsyntax error at /apps/rt4/etc/RT_SiteConfig.pm line 107, near “=>”\nMissing right curly or square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of line\nCompilation failed in require at /apps/rt4/sbin/…/lib/RT/Config.pm line 888.\n

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf Of Ruslan Zakirov
Sent: Tuesday, October 11, 2011 9:26 AM
To: Randy Black
Subject: Re: [rt-users] Custom Status 4.0.2

Using the sample, my config fails to load - it says it fails on line 98
which would correspond with the “defaults => {” line (notice the S on
defaults, not the “default” line).

This example was found @
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the wiki
is wrong, I read and implemented something wrong or my sample is wrong…

Randy

Set(%Lifecycles,

default => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘ABC’, ‘At_Client’, ‘ABC-E’, ‘Developing’,
‘stalled’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],
}

this closing bracket should be deleted. Most closing brackets need
comma or semi right after.

defaults => {
on_create => ‘new’,
on_merge => ‘resolved’,
approved => ‘open’,
denied => ‘rejected’,
},

transitions => {
=> [qw(new open resolved)],
# from => [ to list ],
new => [qw(open stalled ABC At_Client ABC-E Developing resolved
rejected deleted)],
open => [qw(stalled ABC At_Client ABC-E Developing resolved
rejected deleted)],
ABC => [qw(open stalled At_Client ABC-E Developing resolved
rejected deleted)],
At_Client => [qw(open stalled ABC ABC-E Developing resolved rejected
deleted)],
‘ABC-E’ => [qw(open stalled ABC At_Client Developing resolved
rejected deleted)],
Developing => [qw(open stalled ABC At_Client ABC-E resolved rejected
deleted)],
stalled => [qw(open ABC At_Client ABC-E Developing rejected
resolved deleted)],
resolved => [qw(open ABC At_Client ABC-E Developing stalled rejected
deleted)],
rejected => [qw(open ABC At_Client ABC-E Developing stalled resolved
deleted)],
deleted => [qw(open ABC At_Client ABC-E Developing stalled rejected
resolved)],
},

rights => {
‘* → deleted’ => ‘DeleteTicket’,
‘* → *’ => ‘ModifyTicket’,
},

actions => [
‘new → open’ => { label => ‘Open It’, update => ‘Respond’ },
‘new → resolved’ => { label => ‘Resolve’, update => ‘Comment’ },
‘new → rejected’ => { label => ‘Reject’, update => ‘Respond’ },
‘new → deleted’ => { label => ‘Delete’ },
‘open → stalled’ => { label => ‘Stall’, update => ‘Comment’ },
‘open → resolved’ => { label => ‘Resolve’, update => ‘Comment’ },
‘open → rejected’ => { label => ‘Reject’, update => ‘Respond’ },
‘stalled → open’ => { label => ‘Open It’ },
‘resolved → open’ => { label => ‘Re-open’, update => ‘Comment’ },
‘rejected → open’ => { label => ‘Re-open’, update => ‘Comment’ },
]
);
);

these two closing parens with semicolons right after looks wrong as well.


Best regards, Ruslan.


Best regards, Ruslan.


Best regards, Ruslan.

Best regards, Ruslan.

ok, i copied and pasted just as it was explained, I then restarted Apache and then compiling failed…

not sure where to go from here. Do the values from the RT_Config need commented out or does the RT_SiteConfig override those settings?

here is what happened, if you need to see the full config, let me know.

Randy

[root@localhost etc]# vi RT_SiteConfig.pm
[root@localhost etc]# perl -c etc/RT_SiteConfig.pm
Can’t open perl script “etc/RT_SiteConfig.pm”: No such file or directory
[root@localhost etc]# perl -c /apps/rt4/etc/RT_SiteConfig.pm
/apps/rt4/etc/RT_SiteConfig.pm syntax OK
[root@localhost etc]# /etc/init.d/httpd restart
Stopping httpd: [ OK ]
Starting httpd: [Wed Oct 12 18:47:13 2011] [warning]: (in cleanup) Error while loading /apps/rt4/sbin/rt-server: Not a HASH reference at /apps/rt4/sbin/…/lib/RT/Lifecycle.pm line 620.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Queue.pm line 161.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Scrip.pm line 72.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/Scrip.pm line 72.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Scrips.pm line 72.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/Scrips.pm line 72.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Transaction.pm line 82.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/Transaction.pm line 82.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Transactions.pm line 73.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/Transactions.pm line 73.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Record.pm line 1492.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/Record.pm line 1492.
Compilation failed in require at (eval 83) line 3.
…propagated at /usr/share/perl5/base.pm line 94.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/User.pm line 70.
Compilation failed in require at (eval 82) line 3.
…propagated at /usr/share/perl5/base.pm line 94.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/CurrentUser.pm line 97.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Handle.pm line 238. (/apps/rt4/sbin/…/lib/RT.pm:342)
[Wed Oct 12 13:47:13 2011] [error] (EAI 2)Name or service not known: Failed to resolve server name for 10.0.1.153 (check DNS) – or specify an explicit ServerName
[ OK ]From: ruslan.zakirov@gmail.com on behalf of Ruslan Zakirov
Sent: Wed 10/12/2011 12:21 PM
To: Randy Black
Cc: RT users
Subject: Re: [rt-users] Custom Status 4.0.2

Hi Ruslan,

Hello,

That’s a good question. I would be pleased to use the defaults. I had limited exposure to RT 3.x and brand new to RT4 as a sys admin. My main goal is to add just a few statuses and a spam action.

I went to the training in Chicago, but I’m afraid I must have not been caffeinated enough or over caffinated when we went over that section…

How do I add “InProgress” and “WaitingOnClient” to the statuses and a “spam” action?

You keep Ccing rt-users@ mailing list so other people can help you %)

First of all, open RT_Config.pm that is, as well, in etc dir. Copy
default %Lifecycle setting from it into RT_SiteConfig.pm starting from
“Set(%Lifecycles,” ending with “);”. Restart your server to make sure
it worked or run perl -c etc/RT_SiteConfig.pm to make sure syntax is
ok even before restarting server.

Then you can add new statuses. You probably need “active => […],”
line. Then for new statuses you add allowed transitions. And so on.
Just make sure every bracket and quote character is balanced. If you
don’t trust your changes, check syntax with above command after every
change.

Thanks much for your help!
Randy

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf Of Ruslan Zakirov
Sent: Tuesday, October 11, 2011 2:55 PM
To: Randy Black
Subject: Re: [rt-users] Custom Status 4.0.2

I simply copied and pasted the code from some one’s prod box posted on the wiki here:

My editor pastes additional braces into code if I paste it in a wrong mode.

http://requesttracker.wikia.com/wiki/CustomStatusesInRt4

That article copies mostly everything from RT_Config.pm.

That didn’t work, so I tried your suggestions, with leaving the rest untouched.

Why didn’t you use defaults from RT_Config.pm?

Thanks,
Randy

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf Of Ruslan Zakirov
Sent: Tuesday, October 11, 2011 2:35 PM
To: Randy Black
Cc: RT users
Subject: Re: [rt-users] Custom Status 4.0.2

Tried this - no dice.

What is “this”? I spotted two most obvious errors. Sadly you have
more. Send the current variant.

Couldn’t load RT config file RT_SiteConfig.pm:\n\nsyntax error at /apps/rt4/etc/RT_SiteConfig.pm line 107, near “=>”\nMissing right curly or square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of line\nCompilation failed in require at /apps/rt4/sbin/…/lib/RT/Config.pm line 888.\n\t(in cleanup) Error while loading /apps/rt4/sbin/rt-server: Couldn’t load RT config file RT_SiteConfig.pm:\n\nsyntax error at /apps/rt4/etc/RT_SiteConfig.pm line 107, near “=>”\nMissing right curly or square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of line\nCompilation failed in require at /apps/rt4/sbin/…/lib/RT/Config.pm line 888.\n

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf Of Ruslan Zakirov
Sent: Tuesday, October 11, 2011 9:26 AM
To: Randy Black
Subject: Re: [rt-users] Custom Status 4.0.2

Using the sample, my config fails to load - it says it fails on line 98
which would correspond with the “defaults => {” line (notice the S on
defaults, not the “default” line).

This example was found @
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the wiki
is wrong, I read and implemented something wrong or my sample is wrong…

Randy

Set(%Lifecycles,

default => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘ABC’, ‘At_Client’, ‘ABC-E’, ‘Developing’,
‘stalled’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],
}

this closing bracket should be deleted. Most closing brackets need
comma or semi right after.

defaults => {
on_create => ‘new’,
on_merge => ‘resolved’,
approved => ‘open’,
denied => ‘rejected’,
},

transitions => {
=> [qw(new open resolved)],
# from => [ to list ],
new => [qw(open stalled ABC At_Client ABC-E Developing resolved
rejected deleted)],
open => [qw(stalled ABC At_Client ABC-E Developing resolved
rejected deleted)],
ABC => [qw(open stalled At_Client ABC-E Developing resolved
rejected deleted)],
At_Client => [qw(open stalled ABC ABC-E Developing resolved rejected
deleted)],
‘ABC-E’ => [qw(open stalled ABC At_Client Developing resolved
rejected deleted)],
Developing => [qw(open stalled ABC At_Client ABC-E resolved rejected
deleted)],
stalled => [qw(open ABC At_Client ABC-E Developing rejected
resolved deleted)],
resolved => [qw(open ABC At_Client ABC-E Developing stalled rejected
deleted)],
rejected => [qw(open ABC At_Client ABC-E Developing stalled resolved
deleted)],
deleted => [qw(open ABC At_Client ABC-E Developing stalled rejected
resolved)],
},

rights => {
‘* → deleted’ => ‘DeleteTicket’,
‘* → *’ => ‘ModifyTicket’,
},

actions => [
‘new → open’ => { label => ‘Open It’, update => ‘Respond’ },
‘new → resolved’ => { label => ‘Resolve’, update => ‘Comment’ },
‘new → rejected’ => { label => ‘Reject’, update => ‘Respond’ },
‘new → deleted’ => { label => ‘Delete’ },
‘open → stalled’ => { label => ‘Stall’, update => ‘Comment’ },
‘open → resolved’ => { label => ‘Resolve’, update => ‘Comment’ },
‘open → rejected’ => { label => ‘Reject’, update => ‘Respond’ },
‘stalled → open’ => { label => ‘Open It’ },
‘resolved → open’ => { label => ‘Re-open’, update => ‘Comment’ },
‘rejected → open’ => { label => ‘Re-open’, update => ‘Comment’ },
]
);
);

these two closing parens with semicolons right after looks wrong as well.


Best regards, Ruslan.


Best regards, Ruslan.


Best regards, Ruslan.

Best regards, Ruslan.

Hi,

Ok. Syntax is ok, but you changed brackets and now things are not what
RT expect them to be. Show you current config so I can help you.On Wed, Oct 12, 2011 at 10:51 PM, Randy Black Randy.Black@buckle.com wrote:

ok, i copied and pasted just as it was explained, I then restarted Apache
and then compiling failed…

not sure where to go from here. Do the values from the RT_Config need
commented out or does the RT_SiteConfig override those settings?

here is what happened, if you need to see the full config, let me know.

Randy

[root@localhost etc]# vi RT_SiteConfig.pm
[root@localhost etc]# perl -c etc/RT_SiteConfig.pm
Can’t open perl script “etc/RT_SiteConfig.pm”: No such file or directory
[root@localhost etc]# perl -c /apps/rt4/etc/RT_SiteConfig.pm
/apps/rt4/etc/RT_SiteConfig.pm syntax OK
[root@localhost etc]# /etc/init.d/httpd restart
Stopping httpd: [ OK ]
Starting httpd: [Wed Oct 12 18:47:13 2011] [warning]: (in cleanup) Error
while loading /apps/rt4/sbin/rt-server: Not a HASH reference at
/apps/rt4/sbin/…/lib/RT/Lifecycle.pm line 620.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Queue.pm line 161.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Scrip.pm line 72.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/Scrip.pm line
72.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Scrips.pm line 72.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/Scrips.pm line
72.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Transaction.pm
line 82.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/Transaction.pm
line 82.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Transactions.pm
line 73.
BEGIN failed–compilation aborted at
/apps/rt4/sbin/…/lib/RT/Transactions.pm line 73.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Record.pm line
1492.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/Record.pm line
1492.
Compilation failed in require at (eval 83) line 3.
…propagated at /usr/share/perl5/base.pm line 94.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/User.pm line
70.
Compilation failed in require at (eval 82) line 3.
…propagated at /usr/share/perl5/base.pm line 94.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/CurrentUser.pm
line 97.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Handle.pm line
238. (/apps/rt4/sbin/…/lib/RT.pm:342)
[Wed Oct 12 13:47:13 2011] [error] (EAI 2)Name or service not known: Failed
to resolve server name for 10.0.1.153 (check DNS) – or specify an explicit
ServerName
[ OK ]

-----Original Message-----
From: ruslan.zakirov@gmail.com on behalf of Ruslan Zakirov
Sent: Wed 10/12/2011 12:21 PM
To: Randy Black
Cc: RT users
Subject: Re: [rt-users] Custom Status 4.0.2

On Wed, Oct 12, 2011 at 4:58 PM, Randy Black Randy.Black@buckle.com wrote:

Hi Ruslan,

Hello,

That’s a good question. I would be pleased to use the defaults. I had
limited exposure to RT 3.x and brand new to RT4 as a sys admin. My main
goal is to add just a few statuses and a spam action.

I went to the training in Chicago, but I’m afraid I must have not been
caffeinated enough or over caffinated when we went over that section…

How do I add “InProgress” and “WaitingOnClient” to the statuses and a
“spam” action?

You keep Ccing rt-users@ mailing list so other people can help you %)

First of all, open RT_Config.pm that is, as well, in etc dir. Copy
default %Lifecycle setting from it into RT_SiteConfig.pm starting from
“Set(%Lifecycles,” ending with “);”. Restart your server to make sure
it worked or run perl -c etc/RT_SiteConfig.pm to make sure syntax is
ok even before restarting server.

Then you can add new statuses. You probably need “active => […],”
line. Then for new statuses you add allowed transitions. And so on.
Just make sure every bracket and quote character is balanced. If you
don’t trust your changes, check syntax with above command after every
change.

Thanks much for your help!
Randy

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On Behalf
Of Ruslan Zakirov
Sent: Tuesday, October 11, 2011 2:55 PM
To: Randy Black
Subject: Re: [rt-users] Custom Status 4.0.2

On Tue, Oct 11, 2011 at 11:37 PM, Randy Black Randy.Black@buckle.com wrote:

I simply copied and pasted the code from some one’s prod box posted on
the wiki here:

My editor pastes additional braces into code if I paste it in a wrong
mode.

http://requesttracker.wikia.com/wiki/CustomStatusesInRt4

That article copies mostly everything from RT_Config.pm.

That didn’t work, so I tried your suggestions, with leaving the rest
untouched.

Why didn’t you use defaults from RT_Config.pm?

Thanks,
Randy

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On
Behalf Of Ruslan Zakirov
Sent: Tuesday, October 11, 2011 2:35 PM
To: Randy Black
Cc: RT users
Subject: Re: [rt-users] Custom Status 4.0.2

On Tue, Oct 11, 2011 at 11:15 PM, Randy Black Randy.Black@buckle.com wrote:

Tried this - no dice.

What is “this”? I spotted two most obvious errors. Sadly you have
more. Send the current variant.

Couldn’t load RT config file RT_SiteConfig.pm:\n\nsyntax error at
/apps/rt4/etc/RT_SiteConfig.pm line 107, near “=>”\nMissing right curly or
square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of
line\nCompilation failed in require at /apps/rt4/sbin/…/lib/RT/Config.pm
line 888.\n\t(in cleanup) Error while loading /apps/rt4/sbin/rt-server:
Couldn’t load RT config file RT_SiteConfig.pm:\n\nsyntax error at
/apps/rt4/etc/RT_SiteConfig.pm line 107, near “=>”\nMissing right curly or
square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of
line\nCompilation failed in require at /apps/rt4/sbin/…/lib/RT/Config.pm
line 888.\n

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On
Behalf Of Ruslan Zakirov
Sent: Tuesday, October 11, 2011 9:26 AM
To: Randy Black
Subject: Re: [rt-users] Custom Status 4.0.2

On Tue, Oct 11, 2011 at 2:07 AM, Randy Black Randy.Black@buckle.com wrote:

Using the sample, my config fails to load - it says it fails on line 98
which would correspond with the “defaults => {” line (notice the S on
defaults, not the “default” line).

This example was found @
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the
wiki
is wrong, I read and implemented something wrong or my sample is
wrong…

Randy

Set(%Lifecycles,

default => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘ABC’, ‘At_Client’, ‘ABC-E’, ‘Developing’,
‘stalled’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],
}

this closing bracket should be deleted. Most closing brackets need
comma or semi right after.

defaults => {
on_create => ‘new’,
on_merge => ‘resolved’,
approved => ‘open’,
denied => ‘rejected’,
},

transitions => {
=> [qw(new open resolved)],
# from => [ to list ],
new => [qw(open stalled ABC At_Client ABC-E Developing
resolved
rejected deleted)],
open => [qw(stalled ABC At_Client ABC-E Developing resolved
rejected deleted)],
ABC => [qw(open stalled At_Client ABC-E Developing resolved
rejected deleted)],
At_Client => [qw(open stalled ABC ABC-E Developing resolved
rejected
deleted)],
‘ABC-E’ => [qw(open stalled ABC At_Client Developing
resolved
rejected deleted)],
Developing => [qw(open stalled ABC At_Client ABC-E resolved
rejected
deleted)],
stalled => [qw(open ABC At_Client ABC-E Developing rejected
resolved deleted)],
resolved => [qw(open ABC At_Client ABC-E Developing stalled
rejected
deleted)],
rejected => [qw(open ABC At_Client ABC-E Developing stalled
resolved
deleted)],
deleted => [qw(open ABC At_Client ABC-E Developing stalled
rejected
resolved)],
},

rights => {
‘* → deleted’ => ‘DeleteTicket’,
‘* → *’ => ‘ModifyTicket’,
},

actions => [
‘new → open’ => { label => ‘Open It’, update =>
‘Respond’ },
‘new → resolved’ => { label => ‘Resolve’, update =>
‘Comment’ },
‘new → rejected’ => { label => ‘Reject’, update =>
‘Respond’ },
‘new → deleted’ => { label =>
‘Delete’ },
‘open → stalled’ => { label => ‘Stall’, update =>
‘Comment’ },
‘open → resolved’ => { label => ‘Resolve’, update =>
‘Comment’ },
‘open → rejected’ => { label => ‘Reject’, update =>
‘Respond’ },
‘stalled → open’ => { label => ‘Open
It’ },
‘resolved → open’ => { label => ‘Re-open’, update =>
‘Comment’ },
‘rejected → open’ => { label => ‘Re-open’, update =>
‘Comment’ },
]
);
);

these two closing parens with semicolons right after looks wrong as
well.


Best regards, Ruslan.


Best regards, Ruslan.


Best regards, Ruslan.


Best regards, Ruslan.

Best regards, Ruslan.

attached,.

Thanks!From: ruslan.zakirov@gmail.com on behalf of Ruslan Zakirov
Sent: Wed 10/12/2011 2:18 PM
To: Randy Black
Cc: RT users
Subject: Re: [rt-users] Custom Status 4.0.2

Hi,

Ok. Syntax is ok, but you changed brackets and now things are not what
RT expect them to be. Show you current config so I can help you.

RT_SiteConfig.pm (10.6 KB)

Hi,

Just delete first Set(%Lifecycles, …); call and leave second one.
First call you have is totally incorrect and messes things. I don’t
know why you left it there.On Wed, Oct 12, 2011 at 11:22 PM, Randy Black Randy.Black@buckle.com wrote:

attached,.

Thanks!

-----Original Message-----
From: ruslan.zakirov@gmail.com on behalf of Ruslan Zakirov
Sent: Wed 10/12/2011 2:18 PM
To: Randy Black
Cc: RT users
Subject: Re: [rt-users] Custom Status 4.0.2

Hi,

Ok. Syntax is ok, but you changed brackets and now things are not what
RT expect them to be. Show you current config so I can help you.

On Wed, Oct 12, 2011 at 10:51 PM, Randy Black Randy.Black@buckle.com wrote:

ok, i copied and pasted just as it was explained, I then restarted Apache
and then compiling failed…

not sure where to go from here. Do the values from the RT_Config need
commented out or does the RT_SiteConfig override those settings?

here is what happened, if you need to see the full config, let me know.

Randy

[root@localhost etc]# vi RT_SiteConfig.pm
[root@localhost etc]# perl -c etc/RT_SiteConfig.pm
Can’t open perl script “etc/RT_SiteConfig.pm”: No such file or directory
[root@localhost etc]# perl -c /apps/rt4/etc/RT_SiteConfig.pm
/apps/rt4/etc/RT_SiteConfig.pm syntax OK
[root@localhost etc]# /etc/init.d/httpd restart
Stopping httpd: [ OK ]
Starting httpd: [Wed Oct 12 18:47:13 2011] [warning]: (in cleanup) Error
while loading /apps/rt4/sbin/rt-server: Not a HASH reference at
/apps/rt4/sbin/…/lib/RT/Lifecycle.pm line 620.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Queue.pm line
161.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Scrip.pm line
72.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/Scrip.pm
line
72.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Scrips.pm line
72.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/Scrips.pm
line
72.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Transaction.pm
line 82.
BEGIN failed–compilation aborted at
/apps/rt4/sbin/…/lib/RT/Transaction.pm
line 82.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Transactions.pm
line 73.
BEGIN failed–compilation aborted at
/apps/rt4/sbin/…/lib/RT/Transactions.pm line 73.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Record.pm line
1492.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/Record.pm
line
1492.
Compilation failed in require at (eval 83) line 3.
…propagated at /usr/share/perl5/base.pm line 94.
BEGIN failed–compilation aborted at /apps/rt4/sbin/…/lib/RT/User.pm line
70.
Compilation failed in require at (eval 82) line 3.
…propagated at /usr/share/perl5/base.pm line 94.
BEGIN failed–compilation aborted at
/apps/rt4/sbin/…/lib/RT/CurrentUser.pm
line 97.
Compilation failed in require at /apps/rt4/sbin/…/lib/RT/Handle.pm line
238. (/apps/rt4/sbin/…/lib/RT.pm:342)
[Wed Oct 12 13:47:13 2011] [error] (EAI 2)Name or service not known:
Failed
to resolve server name for 10.0.1.153 (check DNS) – or specify an
explicit
ServerName
[ OK ]

-----Original Message-----
From: ruslan.zakirov@gmail.com on behalf of Ruslan Zakirov
Sent: Wed 10/12/2011 12:21 PM
To: Randy Black
Cc: RT users
Subject: Re: [rt-users] Custom Status 4.0.2

On Wed, Oct 12, 2011 at 4:58 PM, Randy Black Randy.Black@buckle.com wrote:

Hi Ruslan,

Hello,

That’s a good question. I would be pleased to use the defaults. I had
limited exposure to RT 3.x and brand new to RT4 as a sys admin. My main
goal is to add just a few statuses and a spam action.

I went to the training in Chicago, but I’m afraid I must have not been
caffeinated enough or over caffinated when we went over that section…

How do I add “InProgress” and “WaitingOnClient” to the statuses and a
“spam” action?

You keep Ccing rt-users@ mailing list so other people can help you %)

First of all, open RT_Config.pm that is, as well, in etc dir. Copy
default %Lifecycle setting from it into RT_SiteConfig.pm starting from
“Set(%Lifecycles,” ending with “);”. Restart your server to make sure
it worked or run perl -c etc/RT_SiteConfig.pm to make sure syntax is
ok even before restarting server.

Then you can add new statuses. You probably need “active => […],”
line. Then for new statuses you add allowed transitions. And so on.
Just make sure every bracket and quote character is balanced. If you
don’t trust your changes, check syntax with above command after every
change.

Thanks much for your help!
Randy

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On
Behalf
Of Ruslan Zakirov
Sent: Tuesday, October 11, 2011 2:55 PM
To: Randy Black
Subject: Re: [rt-users] Custom Status 4.0.2

On Tue, Oct 11, 2011 at 11:37 PM, Randy Black Randy.Black@buckle.com wrote:

I simply copied and pasted the code from some one’s prod box posted on
the wiki here:

My editor pastes additional braces into code if I paste it in a wrong
mode.

http://requesttracker.wikia.com/wiki/CustomStatusesInRt4

That article copies mostly everything from RT_Config.pm.

That didn’t work, so I tried your suggestions, with leaving the rest
untouched.

Why didn’t you use defaults from RT_Config.pm?

Thanks,
Randy

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On
Behalf Of Ruslan Zakirov
Sent: Tuesday, October 11, 2011 2:35 PM
To: Randy Black
Cc: RT users
Subject: Re: [rt-users] Custom Status 4.0.2

On Tue, Oct 11, 2011 at 11:15 PM, Randy Black Randy.Black@buckle.com wrote:

Tried this - no dice.

What is “this”? I spotted two most obvious errors. Sadly you have
more. Send the current variant.

Couldn’t load RT config file RT_SiteConfig.pm:\n\nsyntax error at
/apps/rt4/etc/RT_SiteConfig.pm line 107, near “=>”\nMissing right curly
or
square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of
line\nCompilation failed in require at
/apps/rt4/sbin/…/lib/RT/Config.pm
line 888.\n\t(in cleanup) Error while loading /apps/rt4/sbin/rt-server:
Couldn’t load RT config file RT_SiteConfig.pm:\n\nsyntax error at
/apps/rt4/etc/RT_SiteConfig.pm line 107, near “=>”\nMissing right curly
or
square bracket at /apps/rt4/etc/RT_SiteConfig.pm line 143, at end of
line\nCompilation failed in require at
/apps/rt4/sbin/…/lib/RT/Config.pm
line 888.\n

-----Original Message-----
From: ruslan.zakirov@gmail.com [mailto:ruslan.zakirov@gmail.com] On
Behalf Of Ruslan Zakirov
Sent: Tuesday, October 11, 2011 9:26 AM
To: Randy Black
Subject: Re: [rt-users] Custom Status 4.0.2

On Tue, Oct 11, 2011 at 2:07 AM, Randy Black Randy.Black@buckle.com wrote:

Using the sample, my config fails to load - it says it fails on line
98
which would correspond with the “defaults => {” line (notice the S on
defaults, not the “default” line).

This example was found @
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4 so either the
wiki
is wrong, I read and implemented something wrong or my sample is
wrong…

Randy

Set(%Lifecycles,

default => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘ABC’, ‘At_Client’, ‘ABC-E’,
‘Developing’,
‘stalled’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],
}

this closing bracket should be deleted. Most closing brackets need
comma or semi right after.

defaults => {
on_create => ‘new’,
on_merge => ‘resolved’,
approved => ‘open’,
denied => ‘rejected’,
},

transitions => {
=> [qw(new open resolved)],
# from => [ to list ],
new => [qw(open stalled ABC At_Client ABC-E Developing
resolved
rejected deleted)],
open => [qw(stalled ABC At_Client ABC-E Developing
resolved
rejected deleted)],
ABC => [qw(open stalled At_Client ABC-E Developing resolved
rejected deleted)],
At_Client => [qw(open stalled ABC ABC-E Developing resolved
rejected
deleted)],
‘ABC-E’ => [qw(open stalled ABC At_Client Developing
resolved
rejected deleted)],
Developing => [qw(open stalled ABC At_Client ABC-E resolved
rejected
deleted)],
stalled => [qw(open ABC At_Client ABC-E Developing rejected
resolved deleted)],
resolved => [qw(open ABC At_Client ABC-E Developing stalled
rejected
deleted)],
rejected => [qw(open ABC At_Client ABC-E Developing stalled
resolved
deleted)],
deleted => [qw(open ABC At_Client ABC-E Developing stalled
rejected
resolved)],
},

rights => {
‘* → deleted’ => ‘DeleteTicket’,
‘* → *’ => ‘ModifyTicket’,
},

actions => [
‘new → open’ => { label => ‘Open It’, update =>
‘Respond’ },
‘new → resolved’ => { label => ‘Resolve’, update =>
‘Comment’ },
‘new → rejected’ => { label => ‘Reject’, update =>
‘Respond’ },
‘new → deleted’ => { label =>
‘Delete’ },
‘open → stalled’ => { label => ‘Stall’, update =>
‘Comment’ },
‘open → resolved’ => { label => ‘Resolve’, update =>
‘Comment’ },
‘open → rejected’ => { label => ‘Reject’, update =>
‘Respond’ },
‘stalled → open’ => { label => ‘Open
It’ },
‘resolved → open’ => { label => ‘Re-open’, update =>
‘Comment’ },
‘rejected → open’ => { label => ‘Re-open’, update =>
‘Comment’ },
]
);
);

these two closing parens with semicolons right after looks wrong as
well.


Best regards, Ruslan.


Best regards, Ruslan.


Best regards, Ruslan.


Best regards, Ruslan.


Best regards, Ruslan.

Best regards, Ruslan.

Ummm… yeah, not sure why I left it there either…

Thanks for the second eye and the help, all is well now.

Thanks,
RandyFrom: ruslan.zakirov@gmail.com on behalf of Ruslan Zakirov
Sent: Wed 10/12/2011 2:49 PM
To: Randy Black
Cc: RT users
Subject: Re: [rt-users] Custom Status 4.0.2

Hi,

Just delete first Set(%Lifecycles, …); call and leave second one.
First call you have is totally incorrect and messes things. I don’t
know why you left it there.