Custom Status Setup Problems

RT Users
1

I am running RT4 and trying to setup a new custom status for “pending” for
the developers. I have added the following to the RT_SiteConfig, did the
update, and restarted Apache.

#Set Custom Statuses
#Attemping to add a “Pending” status
Set( %Lifecycles, default_pending => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘stalled’, ‘pending’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],
});

I can then add this Custom Status setting to a particular queue, and it all
looks good. My problem… I can’t resolve the ticket or do anything other
than leave it in the “new” status? Am I missing something obvious here?
Thanks!

2

I can then add this Custom Status setting to a particular queue, and
it all looks good. My problem… I can’t resolve the ticket or do
anything other than leave it in the “new” status? Am I missing
something obvious here? Thanks!

You’re missing the transitions:

http://docs.bestpractical.com/RT_Config#Transitions-between-statuses-and-UI-actions

  • Alex