How to add status options?

RT Users
1

We’d like to add another status, “delivered”, to the options for
people. It looks like there’s a whole chunk of files that need to
change under Elements, SelfService, and Ticket. Has anyone done this,
or something similar? Is there an easier way? Thanks,
Anthony

2

I have searched through the archives with the phrase, “go directly to
ticket” and a couple variants, with no success.

Has anyone added something to allow you to input a number, and then go
directly to that ticket number? I imagine /Search/Listing.html is the
best place (under "Bookmark this search), using Form/input, but then I
will need to create a html file to handle the inputted number. To date,
I get unintended results when I add html files to RT3 so I’m shying away
from this.

Any suggestions would be appreciated (or just snip/paste how you did it
:slight_smile:

John

3

This function already exists:

Just put the ticket number in the existing search box and hit search.

4

It depends on whether you want special things to occur with that status. If
it should act like a normal open or resolved ticket, it’s pretty easy. In
RT3 I’ve just created the file local/lib/RT/Queue_Local.pm (create dirs as
necessary) with the following:

use strict;
no warnings qw(redefine);

use vars qw(@STATUS @ACTIVE_STATUS @INACTIVE_STATUS $RIGHTS);

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

1;

You’ll note that I’ve added parked and pending to the ACTIVE_STATUS list.

If you want to change logic, you’ll need to edit Scrip actions and maybe a
couple small routines… nothing heavy duty should be required. Make sure to
restart apache after making this change.

-=| Ben----- Original Message -----

From: “Anthony Sorace” rt@9srv.net
To: rt-users@lists.fsck.com
Sent: Tuesday, January 13, 2004 11:34 AM
Subject: [rt-users] How to add status options?

We’d like to add another status, “delivered”, to the options for
people. It looks like there’s a whole chunk of files that need to
change under Elements, SelfService, and Ticket. Has anyone done this,
or something similar? Is there an easier way? Thanks,
Anthony

rt-users mailing list
rt-users@lists.bestpractical.com
The rt-users Archives

Have you read the FAQ? The RT FAQ Manager lives at http://fsck.com/rtfm

5

This function already exists:

Just put the ticket number in the existing search box and hit search.
I didn’t think of trying that. Thanks. For anyone who maybe didn’t
know, putting the ticket number in the top search (not the Tickets →
Search field(s)) will find it regardless of which ticket que is
currently selected.

Thanks!

John

6

John Schubert jschubert@linearcorp.com writes:

Has anyone added something to allow you to input a number, and then go
directly to that ticket number?

If you just type the ticket number into the “search” box, RT will take
you there. If you type a string in then you’ll get the listing
display, with a search on ticket subject lines.

David Z. Maze dmaze@cag.lcs.mit.edu
Research Scientist David's Home Page
MIT LCS Computer Architecture Group MIT Computer Architecture Group Home Page