Customer cannot see tickets with active custom status

Hello,
My setup of RT is ubuntu 11.10 with RT 4.0.1, I’ve setup some custom status on LifeCycles and they are working pretty well except when my customer want to see all active tickets.

Fragment of active status in LifeCycles
active => [ ‘open’, ‘scheduled’, ‘started’, ‘waiting_customer’ ],

Fragment of inactive status:
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’, ‘plantao’, ‘report’ , ‘stalled’ ]

On “SelfService/Open Tickets” tickets with status waiting_customer isn’t showing but my inactives custom status shows on “SelfService/Closed Tickets”

Another question, how can I create another menu to show all tickets except by deleted ones?

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Informática
Tel.: (55 11) 3443-1472
www.intersolution.inf.br
Oracle Certified Partner

Sorry for bumping, =(
Nobody know what I’m doing wrong?

Maybe my poor english is the problem??? =D

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Informática
Tel.: (55 11) 3443-1472
www.intersolution.inf.br
Oracle Certified PartnerDe: Diaulas Castro
Enviada em: quarta-feira, 29 de fevereiro de 2012 19:38
Para: rt-users@lists.bestpractical.com
Cc: Diaulas Castro
Assunto: Customer cannot see tickets with active custom status

Hello,
My setup of RT is ubuntu 11.10 with RT 4.0.1, I’ve setup some custom status on LifeCycles and they are working pretty well except when my customer want to see all active tickets.

Fragment of active status in LifeCycles
active => [ ‘open’, ‘scheduled’, ‘started’, ‘waiting_customer’ ],

Fragment of inactive status:
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’, ‘plantao’, ‘report’ , ‘stalled’ ]

On “SelfService/Open Tickets” tickets with status waiting_customer isn’t showing but my inactives custom status shows on “SelfService/Closed Tickets”

Another question, how can I create another menu to show all tickets except by deleted ones?

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Informática
Tel.: (55 11) 3443-1472
www.intersolution.inf.brhttp://www.intersolution.inf.br
Oracle Certified Partner

Fragment of active status in LifeCycles

   active  => [ 'open', 'scheduled', 'started', 'waiting_customer' ],

Fragment of inactive status:

 inactive => [ 'resolved', 'rejected', 'deleted', 'plantao',

‘report’ , ‘stalled’ ]

On “SelfService/Open Tickets” tickets with status waiting_customer
isn’t showing but my inactives custom status shows on
“SelfService/Closed Tickets”

Both self service pages should take into account your lifecycle
statuses. Please show us your full RT_SiteConfig.pm.

Another question, how can I create another menu to show all tickets
except by deleted ones?

Customizing menus: http://requesttracker.wikia.com/wiki/Menus

My RT_SiteConfig.pm

This file was generated by running “update-rt-siteconfig-4”.

While local modifications will not be overwritten without permission,

it is recommended the they are instead placed in

/etc/request-tracker4/RT_SiteConfig.d

Note that modifications to the RT_SiteConfig.d directory won’t

take effect until the update command mentioned above is run again.

start /etc/request-tracker4/RT_SiteConfig.d/40-timezone

dynamically find out the current timezone

my $zone = “UTC”;
$zone=/bin/cat /etc/timezone
if -f “/etc/timezone”;
chomp $zone;
Set($Timezone, $zone);

end /etc/request-tracker4/RT_SiteConfig.d/40-timezone

start /etc/request-tracker4/RT_SiteConfig.d/50-debconf

THE BASICS:

Set($rtname, ‘rt’);
Set($Organization, ‘ticket.XXXX’);

Set($CorrespondAddress , ‘ticket@XXX’);
Set($CommentAddress , ‘rt-comment@XXXX’);

Set($RTAddressRegexp , ‘ticket@XXXX’);

Aumentar linhas na visualizacao do chamado dentro do RT

Set($MaxInlineBody, 100000);
#Set($PreferRichText, 1);

Set($TrustHTMLAttachments, 1);

THE WEBSERVER:

Set($WebPath , “/rt”);
Set($WebBaseURL , “http://rt.XXXX.inf.br”);

end /etc/request-tracker4/RT_SiteConfig.d/50-debconf

start /etc/request-tracker4/RT_SiteConfig.d/51-dbconfig-common

THE DATABASE:

generated by dbconfig-common

map from dbconfig-common database types to their names as known by RT

my %typemap = (
mysql => ‘mysql’,
pgsql => ‘Pg’,
sqlite3 => ‘SQLite’,
);

Set($DatabaseType, $typemap{mysql} || “UNKNOWN”);

Set($DatabaseHost, ‘localhost’);
Set($DatabasePort, ‘’);

Set($DatabaseUser , ‘rtuser’);
Set($DatabasePassword , ‘XXXXX’);

SQLite needs a special case, since $DatabaseName must be a full pathname

my $dbc_dbname = ‘rtdb’; if ( “mysql” eq “sqlite3” ) { Set ($DatabaseName, ‘’ . ‘/’ . $dbc_dbname); } else { Set ($DatabaseName, $dbc_dbname); }

end /etc/request-tracker4/RT_SiteConfig.d/51-dbconfig-common

1;

#Set(@Plugins, qw(

RT::Extension::QueueWizard

#));

RT::FM

#));

#Set(@MailPlugins, qw(Auth::MailFrom Filter::TakeAction));

Set($AutoCreate, {Privileged => 1, Lang => ‘en-us’});
Set(@LexiconLanguages, qw(en));
Set($DateDayBeforeMonth , 1);

Set( %GnuPG,Enable => 0);

$MailCommand = ‘mail’;

Set($LogToSyslog , ‘debug’);
Set($LogToScreen , ‘error’);
Set($LogToFile , ‘debug’);
Set($LogDir, ‘/var/log/request-tracker4/’);
Set($LogToFileNamed , “rt.log”); #log to rt.log

Set($NotifyActor, ‘1’);
Set($ParseNewMessageForTicketCcs , ‘1’);
Set($ForwardFromUser, ‘1’);

Set(%Lifecycles,

default => {

    initial => [ 'new' ],

    active  => [ 'open', 'scheduled', 'started', 'waiting_customer' ],

    inactive => [ 'resolved', 'rejected', 'deleted', 'plantao', 'report' , 'stalled' ],


    defaults => {

        on_create => 'new',

        on_merge  => 'resolved',

        approved  => 'open',

        denied    => 'rejected',

    },

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

        new        => [qw(open stalled scheduled started resolved rejected deleted waiting_customer plantao report)],

        open       => [qw(stalled scheduled started resolved rejected deleted waiting_customer plantao report)],

        scheduled  => [qw(open stalled started resolved rejected deleted waiting_customer plantao report)],

        started    => [qw(open stalled scheduled resolved rejected deleted waiting_customer plantao report)],

        stalled    => [qw(open scheduled started rejected resolved deleted waiting_customer plantao report)],

        resolved   => [qw(open scheduled started stalled rejected deleted waiting_customer plantao report)],

        rejected   => [qw(open scheduled started stalled resolved deleted waiting_customer plantao report)],

        deleted    => [qw(open stalled rejected resolved waiting_customer plantao report)],

        report  => [qw(open plantao stalled scheduled started resolved rejected deleted waiting_customer plantao relatorio)],

        plantao => [qw(open report stalled scheduled started resolved rejected deleted waiting_customer plantao relatorio)],

        waiting_customer => [qw(open stalled scheduled started resolved rejected deleted plantao report)],
    },

    rights => {

        '* -> deleted'  => 'DeleteTicket',

        '* -> *'        => 'ModifyTicket',

    },

    actions => [

    'new -> open'      => { label => 'Open It',  update => 'Respond' },

    'new -> resolved'  => { label => 'Resolve',  update => 'Comment' },

    'new -> rejected'  => { label => 'Reject',   update => 'Respond' },

    'new -> started'  => { label => 'Start It',   update => 'Respond' },

    'new -> scheduled'  => { label => 'Schedule',   update => 'Respond' },

    'new -> waiting_customer'  => { label => 'Wait Customer',   update => 'Respond' },

    'new -> deleted'   => { label => 'Delete'                        },

    'new -> planto'    => { label => 'Plantao',  update => 'Respond' },

    'new -> report' => { label => 'Relatorio',  update => 'Respond' },

    'open -> stalled'  => { label => 'Stall',    update => 'Comment' },

    'open -> resolved' => { label => 'Resolve',  update => 'Comment' },

    'open -> rejected' => { label => 'Reject',   update => 'Respond' },

    'stalled -> open'  => { label => 'Open It'                       },

    'resolved -> open' => { label => 'Re-open',  update => 'Comment' },

    'rejected -> open' => { label => 'Re-open',  update => 'Comment' },

    'deleted -> open'  => { label => 'Undelete'                      },

    ],

},

);

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Informática
Tel.: (55 11) 3443-1472
www.intersolution.inf.br
Oracle Certified Partner

-----Mensagem original-----De: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] Em nome de Thomas Sibley
Enviada em: sexta-feira, 2 de março de 2012 16:21
Para: rt-users@lists.bestpractical.com
Assunto: Re: [rt-users] Customer cannot see tickets with active custom status

Fragment of active status in LifeCycles

   active  => [ 'open', 'scheduled', 'started', 'waiting_customer' 

],

Fragment of inactive status:

 inactive => [ 'resolved', 'rejected', 'deleted', 'plantao', 

‘report’ , ‘stalled’ ]

On “SelfService/Open Tickets” tickets with status waiting_customer
isn’t showing but my inactives custom status shows on
“SelfService/Closed Tickets”

Both self service pages should take into account your lifecycle statuses. Please show us your full RT_SiteConfig.pm.

Another question, how can I create another menu to show all tickets
except by deleted ones?

Customizing menus: http://requesttracker.wikia.com/wiki/Menus
RT Training Sessions (http://bestpractical.com/services/training.html)

  • Boston March 5 & 6, 2012

Hello,
My setup of RT is ubuntu 11.10 with RT 4.0.1, I’ve setup some custom status on LifeCycles and they are working pretty well except when my customer want to see all active tickets.

Fragment of active status in LifeCycles
active => [ ‘open’, ‘scheduled’, ‘started’, ‘waiting_customer’ ],

Fragment of inactive status:
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’, ‘plantao’, ‘report’ , ‘stalled’ ]

On “SelfService/Open Tickets” tickets with status waiting_customer isn’t showing but my inactives custom status shows on “SelfService/Closed Tickets”

I can’t replicate this on a clean 4.0.5. Have you customized the self
service at all? It requests a list of all possibly active statuses to
use in the search, so if this is breaking, it’s most likely because
the Requestor can’t see a ticket in some queue.

Another question, how can I create another menu to show all tickets except by deleted ones?

Which result is showing delete tickets? I don’t see them in either
Open or Closed tickets.

-kevin

“I can’t replicate this on a clean 4.0.5. Have you customized the self service at all? It requests a list of all possibly active statuses to use in the search, so if this is breaking, it’s most likely because the >>Requestor can’t see a ticket in some queue.” Kevin

SelfService intact as come from Ubuntu apt.

If I put the ticket number on top-right search box I got the ticket showing, this exclude permission problem?

“Which result is showing delete tickets? I don’t see them in either Open or Closed tickets.” Kevin

I was looking for menu that is Active + Inactive, Thomas Sibley show me the right direction to look .

Att.
Diaulas Castro
Consultor Linux / Microsoft
InterSolution Informática
Tel.: (55 11) 3443-1472
www.intersolution.inf.br
Oracle Certified Partner

-----Mensagem original-----De: rt-users-bounces@lists.bestpractical.com [mailto:rt-users-bounces@lists.bestpractical.com] Em nome de Kevin Falcone
Enviada em: sexta-feira, 2 de março de 2012 14:16
Para: rt-users@lists.bestpractical.com
Assunto: Re: [rt-users] Customer cannot see tickets with active custom status

Hello,
My setup of RT is ubuntu 11.10 with RT 4.0.1, I’ve setup some custom status on LifeCycles and they are working pretty well except when my customer want to see all active tickets.

Fragment of active status in LifeCycles
active => [ ‘open’, ‘scheduled’, ‘started’, ‘waiting_customer’
],

Fragment of inactive status:
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’, ‘plantao’,
‘report’ , ‘stalled’ ]

On “SelfService/Open Tickets” tickets with status waiting_customer isn’t showing but my inactives custom status shows on “SelfService/Closed Tickets”

I can’t replicate this on a clean 4.0.5. Have you customized the self service at all? It requests a list of all possibly active statuses to use in the search, so if this is breaking, it’s most likely because the Requestor can’t see a ticket in some queue.

Another question, how can I create another menu to show all tickets except by deleted ones?

Which result is showing delete tickets? I don’t see them in either Open or Closed tickets.

-kevin

“I can’t replicate this on a clean 4.0.5. Have you customized the self service at all? It requests a list of all possibly active statuses to use in the search, so if this is breaking, it’s most likely because the >>Requestor can’t see a ticket in some queue.” Kevin

SelfService intact as come from Ubuntu apt.

If I put the ticket number on top-right search box I got the ticket showing, this exclude permission problem?

That removes permissions and moves on to “Is the user correctly listed as
a Requestor / Cc of the ticket”. It can be easy sometimes to have 2
accounts in RT, especially for unprivileged users, so make sure the
exact same user is logged in and listed as a Requestor.

-kevin