Hi all -
I recently added some new statuses to my Lifecycles and now my workflows
seem to be somewhat broken. For example, if I have an Open ticket, if a
user replies to that ticket via email it will be moved to Stalled. That
is not how it should be. I made my Lifecycle changes in RT_SiteConfig.pm
and took a backup of the original RT_SiteConfig.pm. When I put the
original back in place, all workflows work as expected – so I obviously
screwed something up with the Lifecycles, but I just can’t see what it is.
The new statuses are considering, userWait, vendorWait and scheduled.
Any help is appreciated…
Set(%Lifecycles,
default => {
initial => [ ‘new’ ],
active => [ ‘considering’, ‘open’, ‘stalled’, ‘userWait’,
‘vendorWait’, ‘scheduled’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],
defaults => {
on_create => 'new',
on_merge => 'resolved',
approved => 'open',
denied => 'rejected',
reminder_on_open => 'open',
reminder_on_resolve => 'resolved',
},
transitions => {
'' => [qw(new open resolved)],
# from => [ to list ],
new => [qw(open stalled resolved rejected deleted
considering scheduled userWait vendorWait)],
open => [qw(new stalled resolved rejected deleted
considering scheduled userWait vendorWait)],
considering => [qw(new stalled resolved rejected deleted
scheduled userWait vendorWait)],
scheduled => [qw(new stalled resolved rejected deleted
considering userWait vendorWait)],
userWait => [qw(new stalled resolved rejected deleted
scheduled)],
vendorWait => [qw(new stalled resolved rejected deleted
scheduled)],
stalled => [qw(new open rejected resolved deleted considering
scheduled userWait vendorWait)],
resolved => [qw(new open stalled rejected deleted considering
scheduled userWait vendorWait)],
rejected => [qw(new open stalled resolved deleted considering
scheduled)],
deleted => [qw(new open stalled rejected resolved considering
scheduled)],
},
rights => {
‘* → deleted’ => ‘DeleteTicket’,
‘* → *’ => ‘ModifyTicket’,
},
actions => [
‘new → open’ => {
label => ‘Open It’, # loc
update => ‘Respond’,
},
‘new → resolved’ => {
label => ‘Resolve’, # loc
update => ‘Respond’,
},
‘new → rejected’ => {
label => ‘Reject’, # loc
update => ‘Respond’,
},
‘new → deleted’ => {
label => ‘Delete’, # loc
},
‘new → considering’ => {
label => ‘Consider’, # loc
update => ‘Comment’,
},
‘new → scheduled’ => {
label => ‘Schedule’, # loc
update => ‘Comment’,
},
‘new → userWait’ => {
label => ‘userWait’, # loc
update => ‘Comment’,
},
‘new → vendorWait’ => {
label => ‘vendorWait’, # loc
update => ‘Comment’,
},
'open -> stalled' => {
label => 'Stall', # loc
update => 'Comment',
},
'open -> resolved' => {
label => 'Resolve', # loc
update => 'Respond',
},
'open -> rejected' => {
label => 'Reject', # loc
update => 'Respond',
},
'open -> considering' => {
label => 'Consider', # loc
update => 'Comment',
},
'open -> scheduled' => {
label => 'Schedule', # loc
update => 'Comment',
},
'open -> userWait' => {
label => 'userWait', # loc
update => 'Comment',
},
'open -> vendorWait' => {
label => 'vendorWait', # loc
update => 'Comment',
},
'stalled -> open' => {
label => 'Open It', # loc
},
'stalled -> resolved' => {
label => 'Resolve', # loc
update => 'Respond',
},
'stalled -> considering' => {
label => 'Consider', # loc
update => 'Comment',
},
'stalled -> scheduled' => {
label => 'Schedule', # loc
update => 'Comment',
},
'stalled -> userWait' => {
label => 'userWait', # loc
update => 'Comment',
},
'stalled -> vendorWait' => {
label => 'vendorWait', # loc
update => 'Comment',
},
'considering -> open' => {
label => 'Open It', # loc
},
'considering -> scheduled' => {
label => 'Schedule', # loc
update => 'Comment',
},
'considering -> stalled' => {
label => 'Stall', # loc
update => 'Comment',
},
'considering -> userWait' => {
label => 'userWait', # loc
update => 'Comment',
},
'considering -> vendorWait' => {
label => 'vendorWait', # loc
update => 'Comment',
},
'scheduled -> resolved' => {
label => 'Resolve', # loc
update => 'Respond',
},
'resolved -> open' => {
label => 'Re-open', # loc
update => 'Comment',
},
'rejected -> open' => {
label => 'Re-open', # loc
update => 'Comment',
},
'deleted -> open' => {
label => 'Undelete', # loc
},
],
},
Max McGrath https://www.linkedin.com/pub/max-mcgrath/1b/3a6/a21
Network Administrator
Carthage College
262-552-5512
mmcgrath@carthage.edu