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

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

This function already exists:

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

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

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

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