Own ticket statuses


#1

Hello

I am trying to change default statuses for tickets. I read wiki and add this in RT_SiteConfig.pm as test. Why in my case there are still old ticket statuses options?

Set(%Lifecycles,

        # 'orders' shows up as a lifecycle choice when you create a new
        # queue or modify an existing one
        orders => {
            # All the appropriate order statuses
            initial         => [ 'pending' ],
            active          => [ 'processing', 'delivery' ],
            inactive        => [ 'delivered', 'returned', 'declined', 'deleted' ],

            # Default order statuses for certain actions
            defaults => {
                on_create => 'pending',
            },

            # Status change restrictions
            transitions => {
                ''          => [qw(pending processing declined)],
                pending     => [qw(processing declined deleted)],
                processing  => [qw(pending declined delivery delivered deleted)],
                delivery    => [qw(pending delivered returned deleted)],
                delivered   => [qw(pending returned deleted)],
                returned    => [qw(pending delivery deleted)],
                deleted     => [qw(pending processing delivered delivery returned)],
            },

            # Rights for different actions
            rights => {

                # These rights are in the default lifecycle
                '* -> deleted'  => 'DeleteTicket',
                '* -> *'        => 'ModifyTicket',

                # Maybe we want to create rights to keep QA rigid
                '* -> declined' => 'DeclineOrder',
                '* -> delivery' => 'ApproveOrder',
            },

            # Actions for the web UI
            actions => [
                'pending -> processing' => {
                    label  => 'Open For Processing',
                    update => 'Comment',
                },
                'pending -> declined' => {
                    label  => 'Decline',
                    update => 'Respond',
                },
                'pending -> deleted' => {
                    label  => 'Delete',
                },
                'processing -> declined' => {
                    label  => 'Decline',
                    update => 'Respond',
                },
                'processing -> delivery' => {
                    label  => 'Out for delivery',
                    update => 'Comment',
                },
                'delivery -> delivered' => {
                    label  => 'Mark as delivered',
                    update => 'Comment',
                },
                'delivery -> returned' => {
                    label  => 'Returned to Manufacturer',
                    update => 'Respond',
                },
                'delivered -> returned' => {
                    label  => 'Returned to Manufacturer',
                    update => 'Respond',
                },
                'returned -> delivery' => {
                    label  => 'Re-deliver Order',
                    update => 'Respond',
                },
                'deleted -> pending' => {
                    label  => 'Undelete',
                    update => 'Respond',
                },
            ],
        },

        # Status mapping different different lifecycles
        __maps__ => {
            'default -> orders' => {
                'new'      => 'pending',
                'open'     => 'processing',
                'stalled'  => 'processing',
                'resolved' => 'delivered',
                'rejected' => 'declined',
                'deleted'  => 'deleted',
            },
            'orders -> default' => {
                'pending'    => 'new',
                'processing' => 'open',
                'delivered'  => 'resolved',
                'returned'   => 'open', # closest matching we have in 'default'
                'declined'   => 'rejected',
                'deleted'    => 'deleted',
            },
        },
    );

#2

If you go to Admin->Queues->MyQueueName you will see a “Lifecycle” option, is the queue that you want to use the " orders" status using the “orders” lifecycle?


#3

thank you! Now it is clear! this I was missing!