Custom Status Set but unable to change to something else?

RT Developers
1

HI all,

I have added in a custom status called ‘wait-int’ (wait internal).

The code in my RT Config File is:

    Set(%Lifecycles,
    default => {
        initial         => [qw(new)], # loc_qw
        active          => [qw(open stalled wait-int)], # loc_qw
        inactive        => [qw(resolved rejected deleted)], # loc_qw

    defaults => {
        on_create => 'new',
        approved  => 'open',
        denied    => 'rejected',
        reminder_on_open     => 'open',
        reminder_on_resolve  => 'resolved',
    },

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

        # from   => [ to list ],
        new      => [qw(    open stalled resolved rejected deleted wait-int)],
        open     => [qw(new      stalled resolved rejected deleted wait-int)],
        stalled  => [qw(new open         resolved rejected deleted wait-int)],
        resolved => [qw(new open stalled          rejected deleted wait-int)],
        rejected => [qw(new open stalled resolved          deleted wait-int)],
        deleted  => [qw(new open stalled resolved rejected         wait-int)],
        wait-int => [qw(new open stalled resolved rejected deleted       )],
    },

    rights => {
        '* -> deleted'  => 'DeleteTicket',
        '* -> *'        => 'ModifyTicket',
    },

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

    ],
},
assets => {
    type     => "asset",
    initial  => [
        'new' # loc
    ],
    active   => [
        'allocated', # loc
        'in-use' # loc
    ],
    inactive => [
        'recycled', # loc
        'stolen', # loc
        'deleted' # loc
    ],

    defaults => {
        on_create => 'new',
    },

    transitions => {
        ''        => [qw(new allocated in-use)],
        new       => [qw(allocated in-use stolen deleted)],
        allocated => [qw(in-use recycled stolen deleted)],
        "in-use"  => [qw(allocated recycled stolen deleted)],
        recycled  => [qw(allocated)],
        stolen    => [qw(allocated)],
        deleted   => [qw(allocated)],
    },
    rights => {
        '* -> *'        => 'ModifyAsset',
    },
    actions => {
        '* -> allocated' => {
            label => "Allocate" # loc
        },
        '* -> in-use'    => {
            label => "Now in-use" # loc
        },
        '* -> recycled'  => {
            label => "Recycle" # loc
        },
        '* -> stolen'    => {
            label => "Report stolen" # loc
        },
    },
},
# don't change lifecyle of the approvals, they are not capable to deal with
# custom statuses
approvals => {
    initial         => [ 'new' ],
    active          => [ 'open', 'stalled' ],
    inactive        => [ 'resolved', 'rejected', 'deleted' ],

    defaults => {
        on_create => 'new',
        reminder_on_open     => 'open',
        reminder_on_resolve  => 'resolved',
    },

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

        # from   => [ to list ],
        new      => [qw(open stalled resolved rejected deleted)],
        open     => [qw(new stalled resolved rejected deleted)],
        stalled  => [qw(new open rejected resolved deleted)],
        resolved => [qw(new open stalled rejected deleted)],
        rejected => [qw(new open stalled resolved deleted)],
        deleted  => [qw(new open stalled rejected resolved)],
    },
    rights => {
        '* -> deleted'  => 'DeleteTicket',
        '* -> rejected' => 'ModifyTicket',
        '* -> *'        => 'ModifyTicket',
    },
    actions => [
        'new -> open'      => { label  => 'Open It', update => 'Respond' }, # loc{label}
        'new -> resolved'  => { label  => 'Resolve', update => 'Comment' }, # loc{label}
        'new -> rejected'  => { label  => 'Reject',  update => 'Respond' }, # loc{label}
        'new -> deleted'   => { label  => 'Delete',                      }, # loc{label}
        'open -> stalled'  => { label  => 'Stall',   update => 'Comment' }, # loc{label}
        'open -> resolved' => { label  => 'Resolve', update => 'Comment' }, # loc{label}
        'open -> rejected' => { label  => 'Reject',  update => 'Respond' }, # loc{label}
        'stalled -> open'  => { label  => 'Open It',                     }, # loc{label}
        'resolved -> open' => { label  => 'Re-open', update => 'Comment' }, # loc{label}
        'rejected -> open' => { label  => 'Re-open', update => 'Comment' }, # loc{label}
        'deleted -> open'  => { label  => 'Undelete',                    }, # loc{label}
    ],
},
);

I have set a ticket to wait-int, but cannot change it to another status?

01

Any help would be great!

Thanks,
Cohen

2

At a guess, I’d say it’d be related to this:

http://mkweb.bcgsc.ca/intranet/perlbook/lperl/ch17_04.htm

Specifically, in the transitions hash you have a key that needs to be quoted:

wait-int => [qw(new open stalled resolved rejected deleted )],

Should be:

"wait-int" => [qw(new open stalled resolved rejected deleted )],

Hope this helps!

3

Thanks Kelshy - that’s exactly the issue. Thanks heaps!

1 Like