Hello, I’m trying to apply a different lifecycle to a Queue and when i try to save it i get the message “Queue 8: Illegal value for Lifecycle”. I reviewed the lifecycle and mappings and they all look correct. How do i know which value or element of the lifecycle is in question so i can fix it?
Thanks,
Julie
@MT_CW
Hi Julie
Have you got a ticket in Queue 8 with a lifecycle status that would be invalid?
I removed all of the tickets from queue 8, refreshed my browser, opened the queue and tried to apply the new lifecycle but get the same message.
Does it let you apply the lifecycle to a brand new queue?
Hi Garry,
Thanks for trying to help me. I tried applying it to a brand-new Queue and get the same message. So far, I’ve tried every trick i can think of to try to isolate the problem:
Perhaps a seeing the code would help?
Please let me know if anything stands out to you.
Best Regards,
Julie
Hi Julie
A couple of thoughts, its been a long time since i had to create a lifecycle: 1) im assuming the general queue is using the default lifecycle - there are a few statuses in that that you havent mapped across (that may cause issues, I cant remember) 2) you’re using the GUI version for lifecycle management, do you have access to the server file system? we found a lot of problems with the old RT flat file config and the GUI version in the database. Could be worth checking if you have a file version of your config, that its conflicting with (RT_SiteConfig.pm or perhaps a “'.d” folder if you’ve had things spun out)
Hi Gary,
Thanks for the suggestions. I had already mapped the statuses for General to the Large Enh/Net New Lifecycle:
New to NEW
Resolved to CLOSED-RESOLVED
Closed to CLOSED-RESOLVED
Honestly, i don’t think my group will use the general lifecycle; but other departments might. Perhaps I’ll try disabling it to see if the experience changes. If that doesn’t work, I’ll try to Shred the old tickets that could be hanging things up. We still need to set up shredding, so that may take a few days.
As for accessing the sever file system…do you mean this area? If not, I’ll have to ask someone else in our IT dept to assist with checking the file version. You’re venturing into territory I’m not well-versed in.
Just a thought, but shouldn’t some of these statuses being inactive group? The “DENIED” and “CLOSED-RESOLVED” at least?
Funny you should mention that!! I asked myself the same question actually. When i originally created the lifecycle and stages I thought Initial, Active and Inactive indicated whether or not the stage should be considered in the current lifecycle, meaning we could “disable” one by setting it to “inactive” in the future without having to update a bunch of statuses on legacy tickets. If my understand is wrong (and probably is) and they’re actually used to group parts of the lifecycle together into more general, easier to query statuses, then I’ll need update them as you described. Kindly confirm.
I made the change you suggested just to try it out 
and have another observation/question. Why can’t i search all tickets by Status is Initial? Initial doesn’t appear as an option even though i’ve used it in a lifecycle. It appears to lump the status under active in search results. Thats fine, but also not straight forward.
You can choose a status to be initial, active or inactive so I assume you have none of your statuses as an initial type status (by default this is new) but instead I’d guess a status called initial?
