Custom Status

I have attempted to add the custom status with the method outlined below
but they are not showing up in my tickets. New or existing. I created
the Queue_Local.pm file and overrode the arrays with what is below. I
did notice that Queue_Overlay.pm has @DEFAULT_xxxxxx instead of what is
below. I restarted httpd after making the changes but I see no affect.

I am complete new to this (Perl and RT) so I assume that I am just not
aware of what I need to do to make these changes active. Any advise? I
am using RT 3.4.2.

Thanks,
Bruce

Hi Kelly,

There’s a pair of arrays in RT/Queue_Overlay.pm that define the
statuses
supported by RT. The default scrips and user interface do assume
that
you haven’t removed any of the shipping statuses.

Jesse, Do I understand you to be saying that I should be able to ADD
status values to the pair of arrays mentioned above (as long as I
don’t
change the existing ones, or their relative position), and things
should
"work"??? That would be “huge”…

Yes, you could do exactly that, if you choose to go that route.

You can create yourself a Queue_Local.pm file, and you can override
those arrays, like this:

Queue_Local.pm

@ACTIVE_STATUS = qw(new open stalled my_other_status);
@INACTIVE_STATUS = qw(resolved rejected deleted yet_another_status);
@STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS);

1; # the file needs to end with this

Good luck,

I have attempted to add the custom status with the method outlined below
but they are not showing up in my tickets. New or existing. I created
the Queue_Local.pm file and overrode the arrays with what is below. I
did notice that Queue_Overlay.pm has @DEFAULT_xxxxxx instead of what is
below. I restarted httpd after making the changes but I see no affect.

I am complete new to this (Perl and RT) so I assume that I am just not
aware of what I need to do to make these changes active. Any advise? I
am using RT 3.4.2.

Thanks,
Bruce

Hi Kelly,

There’s a pair of arrays in RT/Queue_Overlay.pm that define the
statuses
supported by RT. The default scrips and user interface do assume
that
you haven’t removed any of the shipping statuses.

Jesse, Do I understand you to be saying that I should be able to ADD
status values to the pair of arrays mentioned above (as long as I
don’t
change the existing ones, or their relative position), and things
should
"work"??? That would be “huge”…

Yes, you could do exactly that, if you choose to go that route.

You can create yourself a Queue_Local.pm file, and you can override
those arrays, like this:

Queue_Local.pm

@ACTIVE_STATUS = qw(new open stalled my_other_status);
@INACTIVE_STATUS = qw(resolved rejected deleted yet_another_status);
@STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS);

1; # the file needs to end with this

Good luck,
Linda

Bruce Rudd wrote:

I am complete new to this (Perl and RT) so I assume that I am just not
aware of what I need to do to make these changes active. Any advise? I
am using RT 3.4.2.

You need to restart your webserver so RT will notice the changes in the
file.

Cheers,
Tom

Tom,

That was the first thing I tried. I have also rebooted (for other
reasons) and it is still not showing up.

Regards,
Bruce RuddFrom: Thomas Sibley [mailto:trs@bestpractical.com]
Sent: Friday, July 22, 2005 10:23 PM
To: Bruce Rudd
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Status

Bruce Rudd wrote:

I am complete new to this (Perl and RT) so I assume that I am just not
aware of what I need to do to make these changes active. Any advise?
I
am using RT 3.4.2.

You need to restart your webserver so RT will notice the changes in the
file.

Cheers,
Tom

Under 3.4.2 I made this change in rt3/etc/RT_SiteConfig.pm. Same rules
apply. Keep the relative position and only add.

Paul C.

I have tried adding

@ACTIVE_STATUS = qw(new open stalled pending);
@INACTIVE_STATUS = qw(resolved rejected deleted);
@STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS);

As well as

@DEFAULT_ACTIVE_STATUS = qw(new open stalled pending);
@DEFAULT_INACTIVE_STATUS = qw(resolved rejected deleted);
@DEFAULT_STATUS = (@DEFAULT_ACTIVE_STATUS, @DEFAULT_INACTIVE_STATUS);

to rt3/etc/RT_SiteConfig.pm and have restarted httpd and the "pending’
status is not showing up.

What am I leaving out or doing wrong???

Regards,
Bruce Rudd
Solutions Engineer
DataDirect Technologies
www.DataDirect.com

Check and log cases on the web with SupportLink Online
Interact with Peers and exchange information with our Developer’s Forums
You may reach a SupportLink Engineer at (888) 332-6797From: Paul Crossman [mailto:Paul.Crossman@tvguide.com]
Sent: Monday, August 01, 2005 5:46 PM
To: Bruce Rudd; Thomas Sibley
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Custom Status

Under 3.4.2 I made this change in rt3/etc/RT_SiteConfig.pm. Same rules
apply. Keep the relative position and only add.

Paul C.

-----Original Message-----
From: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-
bounces@lists.bestpractical.com] On Behalf Of Bruce Rudd
Sent: Monday, July 25, 2005 9:34 AM
To: Thomas Sibley
Cc: rt-users@lists.bestpractical.com
Subject: RE: [rt-users] Custom Status

Tom,

That was the first thing I tried. I have also rebooted (for other
reasons) and it is still not showing up.

Regards,
Bruce Rudd

-----Original Message-----
From: Thomas Sibley [mailto:trs@bestpractical.com]
Sent: Friday, July 22, 2005 10:23 PM
To: Bruce Rudd
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Status

Bruce Rudd wrote:

I am complete new to this (Perl and RT) so I assume that I am just
not

aware of what I need to do to make these changes active. Any
advise?
I

am using RT 3.4.2.

You need to restart your webserver so RT will notice the changes in
the
file.

Cheers,
Tom


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

Be sure to check out the RT Wiki at http://wiki.bestpractical.com

I have tried adding

@ACTIVE_STATUS = qw(new open stalled pending);
@INACTIVE_STATUS = qw(resolved rejected deleted);
@STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS);

As well as

@DEFAULT_ACTIVE_STATUS = qw(new open stalled pending);
@DEFAULT_INACTIVE_STATUS = qw(resolved rejected deleted);
@DEFAULT_STATUS = (@DEFAULT_ACTIVE_STATUS, @DEFAULT_INACTIVE_STATUS);

to rt3/etc/RT_SiteConfig.pm and have restarted httpd and the "pending’
status is not showing up.

What am I leaving out or doing wrong???

Did you delete the mason cache?

No. I could not find any details on how to do this either.

Regards,
Bruce Rudd
Solutions Engineer
DataDirect Technologies
www.DataDirect.com

Check and log cases on the web with SupportLink Online
Interact with Peers and exchange information with our Developer’s Forums
You may reach a SupportLink Engineer at (888) 332-6797-----Original Message-----
From: Todd Chapman [mailto:todd@chaka.net]
Sent: Monday, August 01, 2005 9:16 PM
To: Bruce Rudd
Cc: Paul Crossman; Thomas Sibley; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Status

On Mon, Aug 01, 2005 at 06:28:07PM -0400, Bruce Rudd wrote:

I have tried adding

@ACTIVE_STATUS = qw(new open stalled pending);
@INACTIVE_STATUS = qw(resolved rejected deleted);
@STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS);

As well as

@DEFAULT_ACTIVE_STATUS = qw(new open stalled pending);
@DEFAULT_INACTIVE_STATUS = qw(resolved rejected deleted);
@DEFAULT_STATUS = (@DEFAULT_ACTIVE_STATUS, @DEFAULT_INACTIVE_STATUS);

to rt3/etc/RT_SiteConfig.pm and have restarted httpd and the "pending’
status is not showing up.

What am I leaving out or doing wrong???

Did you delete the mason cache?

Stop apache.

$ rm -rf /opt/rt3/var/mason_data/*

Start apache.On Tue, Aug 02, 2005 at 08:43:45AM -0400, Bruce Rudd wrote:

No. I could not find any details on how to do this either.

Regards,
Bruce Rudd
Solutions Engineer
DataDirect Technologies
www.DataDirect.com

Check and log cases on the web with SupportLink Online
Interact with Peers and exchange information with our Developer’s Forums
You may reach a SupportLink Engineer at (888) 332-6797

-----Original Message-----
From: Todd Chapman [mailto:todd@chaka.net]
Sent: Monday, August 01, 2005 9:16 PM
To: Bruce Rudd
Cc: Paul Crossman; Thomas Sibley; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Status

On Mon, Aug 01, 2005 at 06:28:07PM -0400, Bruce Rudd wrote:

I have tried adding

@ACTIVE_STATUS = qw(new open stalled pending);
@INACTIVE_STATUS = qw(resolved rejected deleted);
@STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS);

As well as

@DEFAULT_ACTIVE_STATUS = qw(new open stalled pending);
@DEFAULT_INACTIVE_STATUS = qw(resolved rejected deleted);
@DEFAULT_STATUS = (@DEFAULT_ACTIVE_STATUS, @DEFAULT_INACTIVE_STATUS);

to rt3/etc/RT_SiteConfig.pm and have restarted httpd and the "pending’
status is not showing up.

What am I leaving out or doing wrong???

Did you delete the mason cache?

Todd,

Thanks, I suspected that is what I needed to do. However, I still am
not seeing the new status.

Should I be setting

@DEFAULT_ACTIVE_STATUS = qw(new open stalled pending);

Or

@ACTIVE_STATUS = qw(new open stalled pending);

Regards,
Bruce Rudd
Solutions Engineer
DataDirect Technologies
www.DataDirect.com

Check and log cases on the web with SupportLink Online
Interact with Peers and exchange information with our Developer’s Forums
You may reach a SupportLink Engineer at (888) 332-6797From: Todd Chapman [mailto:todd@chaka.net]
Sent: Tuesday, August 02, 2005 9:51 AM
To: Bruce Rudd
Cc: rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Status

Stop apache.

$ rm -rf /opt/rt3/var/mason_data/*

Start apache.

No. I could not find any details on how to do this either.

Regards,
Bruce Rudd
Solutions Engineer
DataDirect Technologies
www.DataDirect.com

Check and log cases on the web with SupportLink Online
Interact with Peers and exchange information with our Developer’s
Forums
You may reach a SupportLink Engineer at (888) 332-6797

-----Original Message-----
From: Todd Chapman [mailto:todd@chaka.net]
Sent: Monday, August 01, 2005 9:16 PM
To: Bruce Rudd
Cc: Paul Crossman; Thomas Sibley; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Status

I have tried adding

@ACTIVE_STATUS = qw(new open stalled pending);
@INACTIVE_STATUS = qw(resolved rejected deleted);
@STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS);

As well as

@DEFAULT_ACTIVE_STATUS = qw(new open stalled pending);
@DEFAULT_INACTIVE_STATUS = qw(resolved rejected deleted);
@DEFAULT_STATUS = (@DEFAULT_ACTIVE_STATUS,
@DEFAULT_INACTIVE_STATUS);

to rt3/etc/RT_SiteConfig.pm and have restarted httpd and the
"pending’

status is not showing up.

What am I leaving out or doing wrong???

Did you delete the mason cache?

Well, so far I am not having any luck getting this to work.

I have tried adding this to both Queue_local.pm and RT_SiteCongfig.pm.
I stopped Apache, deleted the Mason cache and then started Apache. I
still do not get my “pending” value in the status pulldown list.

If there is anyone that had gotten this to work that can provide me with
some detail description of what you did I would be very grateful.

Regards,
Bruce Rudd-----Original Message-----
From: Todd Chapman [mailto:todd@chaka.net]
Sent: Monday, August 01, 2005 9:16 PM
To: Bruce Rudd
Cc: Paul Crossman; Thomas Sibley; rt-users@lists.bestpractical.com
Subject: Re: [rt-users] Custom Status

On Mon, Aug 01, 2005 at 06:28:07PM -0400, Bruce Rudd wrote:

I have tried adding

@ACTIVE_STATUS = qw(new open stalled pending);
@INACTIVE_STATUS = qw(resolved rejected deleted);
@STATUS = (@ACTIVE_STATUS, @INACTIVE_STATUS);

As well as

@DEFAULT_ACTIVE_STATUS = qw(new open stalled pending);
@DEFAULT_INACTIVE_STATUS = qw(resolved rejected deleted);
@DEFAULT_STATUS = (@DEFAULT_ACTIVE_STATUS, @DEFAULT_INACTIVE_STATUS);

to rt3/etc/RT_SiteConfig.pm and have restarted httpd and the "pending’
status is not showing up.

What am I leaving out or doing wrong???

Did you delete the mason cache?