Good day,
I have a question regarding custom lifecycles. First of all, the full lifecycle configuration can be seen here on Pastebin in case you need more information than what I have shown here.
http://pastebin.com/6SBPwVbB
I have set a number of active states in the ticket:
initial => [ 'new' ],
active => [ 'open', 'inprogress', 'fixed', 'deployed' ],
inactive => [ 'resolved', 'rejected', 'deleted' ],
You can change states without much restriction, effectively:
transitions => {
'' => [qw(new open resolved)],
new => [qw(open inprogress fixed deployed resolved rejected deleted)],
open => [qw(new inprogress fixed deployed resolved rejected deleted)],
inprogress => [qw(new open fixed deployed resolved rejected deleted)],
fixed => [qw(new open inprogress deployed resolved rejected deleted)],
deployed => [qw(new open inprogress fixed resolved rejected deleted)],
resolved => [qw(new open inprogress fixed deployed rejected deleted)],
rejected => [qw(new open inprogress fixed deployed resolved deleted)],
deleted => [qw(new open inprogress fixed deployed rejected resolved)],
},
So, now if I have a ticket in the “inprogress” state and generate a Response using the web interface. I leave the Status field at the default (“inprogress (unchanged)”). RT then changes the status of the ticket back to “open”.
How can I prevent this - in other words: Where is the bug in my configuration?
Best regards,
Torben Nehmer
Torben Nehmer
Diplom Informatiker (FH)
Business System Developer
CANCOM Deutschland GmbH
Messerschmittstr. 20
89343 Scheppach
Germany
Tel.: +49 8225 - 996-1118
Fax: +49 8225 - 996-41118
torben.nehmer@cancom.demailto:torben.nehmer@cancom.de
www.cancom.dehttp://www.cancom.de/
CANCOM Deutschland GmbH
Sitz der Gesellschaft: Jettingen-Scheppach
HRB 10653 Memmingen
Geschäftsführer: Martin Mayr, Tobias Hörmann
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