Custom Status/Ticket disappears

RT Users
1

I used the method in the wiki for adding a custom active status to my
configuration (development box). It shows up fine. However, when I select it,
ticket I’ve applied it to disappears from my list of owned tickets. How can I
adjust this to force the ticket to stay available the way stalled does?

Thanks
Mathew

2

Hi Methew,

all the views inside RT are for the default status values. if you like to
add new status values, then you have to edit all this inside RT.

Torsten2007/4/18, Mathew Snyder theillien@yahoo.com:

I used the method in the wiki for adding a custom active status to my
configuration (development box). It shows up fine. However, when I
select it,
ticket I’ve applied it to disappears from my list of owned tickets. How
can I
adjust this to force the ticket to stay available the way stalled does?

Thanks
Mathew

The rt-users Archives

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Commercial support: sales@bestpractical.com

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Buy a copy at http://rtbook.bestpractical.com

MFG

Torsten Brumm

http://www.torsten-brumm.de

3

Here is a simple example for quicksearch:

<&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "", titleright => loc("Edit"), titleright_href => $RT::WebPath.'/Prefs/Quicksearch.html' &> <& /Elements/QueueSummary, cache => 'quick_search_queues', queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists $unwanted->{$_->Name} }, conditions => [ {cond => "Status = 'new'", name => loc ('new') }, {cond => "Status = 'open'", name => loc ('open') }, {cond => "Status = 'accepted'", name => loc ('accepted') }, {cond => "Status = 'implement'", name => loc ('implemented') }, {cond => "Status = 'approved'", name => loc ('approved') }, {cond => "Status = 'stalled'", name => loc ('stalled') }, {cond => "Status = 'pending'", name => loc ('pending') }, {cond => "Status = 'authorized'", name => loc ('authorized') }, {cond => "Status = 'resolved'", name => loc ('resolved') }] &>
<%INIT> my $unwanted = $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});

i had to add my custom status to this file.

For the rest like tickets i own and so on, its enough if you go to edit in
this module and edit the search string.

Torsten2007/4/18, Mathew Snyder theillien@yahoo.com:

I used the method in the wiki for adding a custom active status to my
configuration (development box). It shows up fine. However, when I
select it,
ticket I’ve applied it to disappears from my list of owned tickets. How
can I
adjust this to force the ticket to stay available the way stalled does?

Thanks
Mathew

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

MFG

Torsten Brumm

http://www.torsten-brumm.de

4

That seems easy enough. Are there other places where code has to be inserted or
is this the only file?

Mathew

Torsten Brumm wrote:

5

this is the only file i found :wink:

inside some searches are also status information hardcoded :frowning:

But this you can do by webui.

torsten2007/4/18, Mathew Snyder theillien@yahoo.com:

That seems easy enough. Are there other places where code has to be
inserted or
is this the only file?

Mathew

Torsten Brumm wrote:

Here is a simple example for quicksearch:

<&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "", titleright => loc("Edit"), titleright_href => $RT::WebPath.'/Prefs/Quicksearch.html' &> <& /Elements/QueueSummary, cache => 'quick_search_queues', queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists $unwanted->{$_->Name} }, conditions => [ {cond => "Status = 'new'", name => loc ('new') }, {cond => "Status = 'open'", name => loc ('open') }, {cond => "Status = 'accepted'", name => loc ('accepted') }, {cond => "Status = 'implement'", name => loc ('implemented') }, {cond => "Status = 'approved'", name => loc ('approved') }, {cond => "Status = 'stalled'", name => loc

(‘stalled’) },

               {cond => "Status = 'pending'", name => loc

(‘pending’) },
{cond => “Status = ‘authorized’”, name => loc
(‘authorized’) },
{cond => “Status = ‘resolved’”, name => loc
(‘resolved’) }] &>
</&>

<%INIT> my $unwanted = $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});

i had to add my custom status to this file.

For the rest like tickets i own and so on, its enough if you go to edit
in this module and edit the search string.

Torsten

2007/4/18, Mathew Snyder < theillien@yahoo.com
mailto:theillien@yahoo.com>:

I used the method in the wiki for adding a custom active status to

my

configuration (development box).  It shows up fine.  However, when I
select it,
ticket I've applied it to disappears from my list of owned
tickets.  How can I
adjust this to force the ticket to stay available the way stalled

does?

Thanks
Mathew
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
<mailto:sales@bestpractical.com>


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

–
MFG

Torsten Brumm

http://www.torsten-brumm.de http://www.torsten-brumm.de

MFG

Torsten Brumm

http://www.torsten-brumm.de

6

Mathew;
You’ll need to modify the files that produce search results for you,
Torsten below changes the Quick search, in your original query about
owned tickets you, depending on which style you use, if you use saved
searches you’ll need to edit your search to include “AND Status = ‘your
new status’” … if you are still using the old Elements/MyTickets, you
’ll need to edit that element adding something similar to:
$tickets->LimitStatus(Value => '‘your new status’);
Roy

Mathew Snyder wrote:

7

I’ve got the status showing up in QuickSearch and it displays the tickets
therein. However, I can’t seem to figure out how to adjust "10 Tickets I Own"
section. The search for that only lists new, open or stalled tickets. Where do
I adjust this query. I’ve looked in several files under Elements/ but can’t
find the file containing this query.

Mathew

Torsten Brumm wrote:

8

I’ve looked through various files again. Some new ones like Queue_Overlay.pm
adding my custom status to @DEFAULT_ACTIVE_STATUS. However, since it appears to
be able to get the information somewhere else, the ActiveStatusArray method
never gets to the point where it has to use the default.

I can’t find where it is getting its information from so it will show up in “10
Tickets I Own”. Any help will be appreciated.

Mathew
Keep up with me and what I’m up to: http://theillien.blogspot.com

Mathew Snyder wrote:

9

Can anyone answer this for me?

Mathew

Mathew Snyder wrote:

10

Anyone?

Keep up with me and what I’m up to: http://theillien.blogspot.com

Mathew Snyder wrote:

11

I’ve looked at that. All it says is that it was deprecated and points
to ShowSearch

Drew Barnes wrote:

12

Elements/MyTickets perhaps?

Mathew Snyder wrote:

Anyone?

Keep up with me and what I’m up to: http://theillien.blogspot.com

Mathew Snyder wrote:

I’ve got the status showing up in QuickSearch and it displays the tickets
therein. However, I can’t seem to figure out how to adjust “10 Tickets I Own”
section. The search for that only lists new, open or stalled tickets. Where do
I adjust this query. I’ve looked in several files under Elements/ but can’t
find the file containing this query.

Mathew

Torsten Brumm wrote:

Here is a simple example for quicksearch:

<&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "", titleright => loc("Edit"), titleright_href => $RT::WebPath.'/Prefs/Quicksearch.html' &> <& /Elements/QueueSummary, cache => 'quick_search_queues', queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists $unwanted->{$_->Name} }, conditions => [ {cond => "Status = 'new'", name => loc ('new') }, {cond => "Status = 'open'", name => loc ('open') }, {cond => "Status = 'accepted'", name => loc ('accepted') }, {cond => "Status = 'implement'", name => loc ('implemented') }, {cond => "Status = 'approved'", name => loc ('approved') }, {cond => "Status = 'stalled'", name => loc ('stalled') }, {cond => "Status = 'pending'", name => loc ('pending') }, {cond => "Status = 'authorized'", name => loc ('authorized') }, {cond => "Status = 'resolved'", name => loc ('resolved') }] &>
<%INIT> my $unwanted = $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});

i had to add my custom status to this file.

For the rest like tickets i own and so on, its enough if you go to edit
in this module and edit the search string.

Torsten

2007/4/18, Mathew Snyder < theillien@yahoo.com
mailto:theillien@yahoo.com>:

I used the method in the wiki for adding a custom active status to my
configuration (development box).  It shows up fine.  However, when I
select it,
ticket I've applied it to disappears from my list of owned
tickets.  How can I
adjust this to force the ticket to stay available the way stalled does?

Thanks
Mathew
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
<mailto:sales@bestpractical.com>


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

–
MFG

Torsten Brumm

http://www.torsten-brumm.de http://www.torsten-brumm.de

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati

13

I guess I need to upgrade if I’m going to try to answer questions. :slight_smile:

Mathew wrote:

I’ve looked at that. All it says is that it was deprecated and points
to ShowSearch

Drew Barnes wrote:

Elements/MyTickets perhaps?

Mathew Snyder wrote:

Anyone?

Keep up with me and what I’m up to: http://theillien.blogspot.com

Mathew Snyder wrote:

I’ve got the status showing up in QuickSearch and it displays the tickets
therein. However, I can’t seem to figure out how to adjust “10 Tickets I Own”
section. The search for that only lists new, open or stalled tickets. Where do
I adjust this query. I’ve looked in several files under Elements/ but can’t
find the file containing this query.

Mathew

Torsten Brumm wrote:

Here is a simple example for quicksearch:

<&|/Widgets/TitleBox, title => loc("Quick search"), bodyclass => "", titleright => loc("Edit"), titleright_href => $RT::WebPath.'/Prefs/Quicksearch.html' &> <& /Elements/QueueSummary, cache => 'quick_search_queues', queue_filter => sub { $_->CurrentUserHasRight('ShowTicket') && !exists $unwanted->{$_->Name} }, conditions => [ {cond => "Status = 'new'", name => loc ('new') }, {cond => "Status = 'open'", name => loc ('open') }, {cond => "Status = 'accepted'", name => loc ('accepted') }, {cond => "Status = 'implement'", name => loc ('implemented') }, {cond => "Status = 'approved'", name => loc ('approved') }, {cond => "Status = 'stalled'", name => loc ('stalled') }, {cond => "Status = 'pending'", name => loc ('pending') }, {cond => "Status = 'authorized'", name => loc ('authorized') }, {cond => "Status = 'resolved'", name => loc ('resolved') }] &>
<%INIT> my $unwanted = $session{'CurrentUser'}->UserObj->Preferences('QuickSearch', {});

i had to add my custom status to this file.

For the rest like tickets i own and so on, its enough if you go to edit
in this module and edit the search string.

Torsten

2007/4/18, Mathew Snyder < theillien@yahoo.com
mailto:theillien@yahoo.com>:

I used the method in the wiki for adding a custom active status to my
configuration (development box).  It shows up fine.  However, when I
select it,
ticket I've applied it to disappears from my list of owned
tickets.  How can I
adjust this to force the ticket to stay available the way stalled does?

Thanks
Mathew
_______________________________________________
http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com
<mailto:sales@bestpractical.com>


Discover RT's hidden secrets with RT Essentials from O'Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

–
MFG

Torsten Brumm

http://www.torsten-brumm.de http://www.torsten-brumm.de

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

The rt-users Archives

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Drew Barnes
Applications Analyst
Raymond Walters College
University of Cincinnati