Custom status and page action menu?

RT Users
1

Hello there,

I’m running RT4 on Debian Squeeze, everything fine so far.

I have set up a custom status, according to
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4. Works fine
also.

I run two queues, Level1 and Level2. My Level2 users now have a custom
status “returned”. When chosing this status for a ticket, the ticket
will change the queue to Level1, will be set to unowned and escalations
will be reste to the beginning. This whole thing works fine.

What does not work: The action (set the ticket’s status to returned)
does not show up at the page action menu (quicklinks depending on the
current ticket’s status like Reply Comment Forward Stall Resolve Reject
Extract Article.

My cumstom section:

#Custom Status
Set(%Lifecycles,
default => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘stalled’, ‘returned’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],
defaults => {
on_create => ‘new’,
on_merge => ‘resolved’,
approved => ‘open’,
denied => ‘rejected’,
reminder_on_open => ‘open’,
reminder_on_resolve => ‘resolved’,
},

     transitions => {
         ''       => [qw(new open resolved)],

         # from   => [ to list ],
         new      => [qw(open stalled returned resolved rejected

deleted)],
open => [qw(new stalled returned resolved rejected
deleted)],
stalled => [qw(new open rejected returned resolved deleted)],
returned => [qw(new open stalled rejected deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled returned resolved deleted)],
deleted => [qw(new open stalled rejected resolved)],
},
rights => {
‘* → deleted’ => ‘DeleteTicket’,
‘* → *’ => ‘ModifyTicket’,
},

     actions => [
         'new -> open'      => {
             label  => 'Open It', # loc
             update => 'Respond',
         },
         'new -> resolved'  => {
             label  => 'Resolve', # loc
             update => 'Comment',
         },
         'new -> rejected'  => {
             label  => 'Reject', # loc
             update => 'Respond',
         },
         'new -> deleted'   => {
             label  => 'Delete', # loc
         },
         'new -> returned'   => {
             label  => 'Return', # loc
         },
         'open -> stalled'  => {
             label  => 'Stall', # loc
             update => 'Comment',
         },
         'open -> resolved' => {
             label  => 'Resolve', # loc
             update => 'Comment',
         },
         'open -> rejected' => {
             label  => 'Reject', # loc
             update => 'Respond',
         },
         'open -> returned'   => {
             label  => 'Return', # loc
         },
         'stalled -> open'  => {
             label  => 'Open It', # loc
         },
         'resolved -> open' => {
             label  => 'Re-open', # loc
             update => 'Comment',
         },
         'rejected -> open' => {
             label  => 'Re-open', # loc
             update => 'Comment',
         },
         'deleted -> open'  => {
             label  => 'Undelete', # loc
         },
     ],
 },

Any ideas anyone?

Thanks in advance and kind regards, Patrick

2

Dnia 2013-03-22, pią o godzinie 15:55 +0100, Patrick G. Stoesser pisze:

Hello there,

I’m running RT4 on Debian Squeeze, everything fine so far.

I have set up a custom status, according to
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4. Works fine
also.

I run two queues, Level1 and Level2. My Level2 users now have a custom
status “returned”. When chosing this status for a ticket, the ticket
will change the queue to Level1, will be set to unowned and escalations
will be reste to the beginning. This whole thing works fine.

What does not work: The action (set the ticket’s status to returned)
does not show up at the page action menu (quicklinks depending on the
current ticket’s status like Reply Comment Forward Stall Resolve Reject
Extract Article.

If I’m not mistaken, there’s no logic to do it automatically for custom
statuses. You should modify the template on your own.

Regards,
Robert Wysocki
administrator systemów linuksowych, dba
Grupa Unity | ul. Przedmiejska 6-10, 54-201 Wrocław
ul. Conrada 55B, 31-357 Kraków | ul. Złota 59, 00-120 Warszawa

3

Patrick wrote:

What does not work: The action (set the ticket’s status to returned)
does not show up at the page action menu (quicklinks depending on the
current ticket’s status like Reply Comment Forward Stall Resolve Reject
Extract Article.

Patrick, your configuration only provides the quick Return action for
tickets that are “new” and “open”. Are you sure your test tickets are
in one of those states? Note that you can do “* → returned” if you
want Return to always be available in the actions menu.

Robert Wysocki wrote:

If I’m not mistaken, there’s no logic to do it automatically for custom
statuses. You should modify the template on your own.

Robert, you are mistaken. No Mason templates need to be modified.

4

Thanks everybody. Last night, I had to reboot the machine, and since
then, it works.

Thomas, the return action is only wanted when tickets are new and open,
that’s right, and so I tested.

I don’t have a clue why it didn’t work an now works. A possoble answer
could be that I could have forgotten to do an “update-rt-siteconfig-4”,
but this is only an idea.

After all, one can say that custom statuses work as described in the
wiki including menu.

Kind regards, PatrickAm 22.03.2013 15:55, schrieb Patrick G. Stoesser:

Hello there,

I’m running RT4 on Debian Squeeze, everything fine so far.

I have set up a custom status, according to
http://requesttracker.wikia.com/wiki/CustomStatusesInRt4. Works fine
also.

I run two queues, Level1 and Level2. My Level2 users now have a custom
status “returned”. When chosing this status for a ticket, the ticket
will change the queue to Level1, will be set to unowned and escalations
will be reste to the beginning. This whole thing works fine.

What does not work: The action (set the ticket’s status to returned)
does not show up at the page action menu (quicklinks depending on the
current ticket’s status like Reply Comment Forward Stall Resolve Reject
Extract Article.

My cumstom section:

#Custom Status
Set(%Lifecycles,
default => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘stalled’, ‘returned’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],
defaults => {
on_create => ‘new’,
on_merge => ‘resolved’,
approved => ‘open’,
denied => ‘rejected’,
reminder_on_open => ‘open’,
reminder_on_resolve => ‘resolved’,
},

     transitions => {
         ''       => [qw(new open resolved)],

         # from   => [ to list ],
         new      => [qw(open stalled returned resolved rejected

deleted)],
open => [qw(new stalled returned resolved rejected
deleted)],
stalled => [qw(new open rejected returned resolved deleted)],
returned => [qw(new open stalled rejected deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled returned resolved deleted)],
deleted => [qw(new open stalled rejected resolved)],
},
rights => {
‘* → deleted’ => ‘DeleteTicket’,
‘* → *’ => ‘ModifyTicket’,
},

     actions => [
         'new -> open'      => {
             label  => 'Open It', # loc
             update => 'Respond',
         },
         'new -> resolved'  => {
             label  => 'Resolve', # loc
             update => 'Comment',
         },
         'new -> rejected'  => {
             label  => 'Reject', # loc
             update => 'Respond',
         },
         'new -> deleted'   => {
             label  => 'Delete', # loc
         },
         'new -> returned'   => {
             label  => 'Return', # loc
         },
         'open -> stalled'  => {
             label  => 'Stall', # loc
             update => 'Comment',
         },
         'open -> resolved' => {
             label  => 'Resolve', # loc
             update => 'Comment',
         },
         'open -> rejected' => {
             label  => 'Reject', # loc
             update => 'Respond',
         },
         'open -> returned'   => {
             label  => 'Return', # loc
         },
         'stalled -> open'  => {
             label  => 'Open It', # loc
         },
         'resolved -> open' => {
             label  => 'Re-open', # loc
             update => 'Comment',
         },
         'rejected -> open' => {
             label  => 'Re-open', # loc
             update => 'Comment',
         },
         'deleted -> open'  => {
             label  => 'Undelete', # loc
         },
     ],
 },

Any ideas anyone?

Thanks in advance and kind regards, Patrick

5

Thanks everybody. Last night, I had to reboot the machine, and since then,
it works.

Thomas, the return action is only wanted when tickets are new and open,
that’s right, and so I tested.

I don’t have a clue why it didn’t work an now works. A possoble answer
could be that I could have forgotten to do an “update-rt-siteconfig-4”, but
this is only an idea.

After all, one can say that custom statuses work as described in the wiki
including menu.

Kind regards, Patrick

Am 22.03.2013 15:55, schrieb Patrick G. Stoesser:

Hello there,

I’m running RT4 on Debian Squeeze, everything fine so far.

I have set up a custom status, according to
<http://requesttracker.wikia.**com/wiki/CustomStatusesInRt4http://requesttracker.wikia.com/wiki/CustomStatusesInRt4>.
Works fine
also.

I run two queues, Level1 and Level2. My Level2 users now have a custom
status “returned”. When chosing this status for a ticket, the ticket
will change the queue to Level1, will be set to unowned and escalations
will be reste to the beginning. This whole thing works fine.

What does not work: The action (set the ticket’s status to returned)
does not show up at the page action menu (quicklinks depending on the
current ticket’s status like Reply Comment Forward Stall Resolve Reject
Extract Article.

My cumstom section:

#Custom Status
Set(%Lifecycles,
default => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘stalled’, ‘returned’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],
defaults => {
on_create => ‘new’,
on_merge => ‘resolved’,
approved => ‘open’,
denied => ‘rejected’,
reminder_on_open => ‘open’,
reminder_on_resolve => ‘resolved’,
},

     transitions => {
         ''       => [qw(new open resolved)],

         # from   => [ to list ],
         new      => [qw(open stalled returned resolved rejected

deleted)],
open => [qw(new stalled returned resolved rejected
deleted)],
stalled => [qw(new open rejected returned resolved
deleted)],
returned => [qw(new open stalled rejected deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled returned resolved deleted)],
deleted => [qw(new open stalled rejected resolved)],
},
rights => {
‘* → deleted’ => ‘DeleteTicket’,
‘* → *’ => ‘ModifyTicket’,
},

     actions => [
         'new -> open'      => {
             label  => 'Open It', # loc
             update => 'Respond',
         },
         'new -> resolved'  => {
             label  => 'Resolve', # loc
             update => 'Comment',
         },
         'new -> rejected'  => {
             label  => 'Reject', # loc
             update => 'Respond',
         },
         'new -> deleted'   => {
             label  => 'Delete', # loc
         },
         'new -> returned'   => {
             label  => 'Return', # loc
         },
         'open -> stalled'  => {
             label  => 'Stall', # loc
             update => 'Comment',
         },
         'open -> resolved' => {
             label  => 'Resolve', # loc
             update => 'Comment',
         },
         'open -> rejected' => {
             label  => 'Reject', # loc
             update => 'Respond',
         },
         'open -> returned'   => {
             label  => 'Return', # loc
         },
         'stalled -> open'  => {
             label  => 'Open It', # loc
         },
         'resolved -> open' => {
             label  => 'Re-open', # loc
             update => 'Comment',
         },
         'rejected -> open' => {
             label  => 'Re-open', # loc
             update => 'Comment',
         },
         'deleted -> open'  => {
             label  => 'Undelete', # loc
         },
     ],
 },

Any ideas anyone?

Thanks in advance and kind regards, Patrick

Hi,

I believe it didn’t work because of the object cache, next time when
editing things in the SiteConfig do the following for restarting RT:

Asuming this is what the command looks like for you ^_~

service apache2 stop
rm -rf /opt/rt4/var/mason_data/obj/*
service apache2 start

After that changes should be visible. (do the same when you add extensions,
add callbacks or anything that would somehow change the UI).

Bart G.