Hi Kevin,
Thanks for your reply. I’ve test my custom lifecycle in RT web ui, it works
fine.
For your concern, i paste my lifecycle code at below, please help to check
it, thanks a lot!
File location: /etc/request-tracker4/RT_SiteConfig.pm
Set(%Lifecycles,
# modify the default lifecycle
crmcase => {
# All the appropriate ticket statuses
initial => [ 'NeedAction' ],
active => [ 'InProgress','WaitingforCustomer',
‘WaitingforVendor’, ‘WaitingforLaunch’, ‘Monitoring’ ],
inactive => [ ‘Closed’,‘Rejected’ ],
# Default ticket statuses for certain actions
defaults => {
on_create => 'NeedAction',
},
# Status change restrictions
transitions => {
'NeedAction' => [qw(InProgress Rejected)],
'InProgress' => [qw(WaitingforCustomer WaitingforVendor
WaitingforLaunch NeedAction Monitoring Rejected Closed)],
‘WaitingforCustomer’ => [qw(InProgress Rejected)],
‘WaitingforVendor’ => [qw(InProgress Rejected)],
‘WaitingforLaunch’ => [qw(InProgress Rejected)],
‘Monitoring’ => [qw(InProgress Closed)],
‘Closed’ => [qw(NeedAction)],
‘Rejected’ => [qw(NeedAction)],
},
# Rights for different actions
rights => {
# These rights are in the default lifecycle
'* -> Monitoring' => 'Monitoring Case',
'Closed,Rejected -> *' => 'Reopen Case',
‘* → Rejected’ => ‘Reject Case’,
},
# Actions for the web UI
actions => [
'NeedAction -> InProgess' => {
label => 'Accept Case',
update => 'Comment',
},
'InProgress -> WaitingforCustomer' => {
label => 'Waiting for Customer',
update => 'Comment',
},
'InProgress -> WaitingforVendor' => {
label => 'Waiting for Vendor',
update => 'Comment',
},
'InProgress -> WaitingforLaunch' => {
label => 'Waiting for Launch',
update => 'Comment',
},
'InProgress -> Monitoring' => {
label => 'Start Monitoring',
update => 'Comment',
},
'WaitingforCustomer -> InProgress' => {
label => 'Receive from Customer',
update => 'Comment',
},
'WaitingforVendor -> InProgress' => {
label => 'Receive from Vendor',
update => 'Comment',
},
'WaitingforLaunch -> InProgress' => {
label => 'Ready for Launch',
update => 'Comment',
},
'InProgress -> NeedAction' => {
label => 'Reassign Case',
update => 'Comment',
},
‘Monitoring → Closed’ => {
label => ‘Close Case’,
update => ‘Comment’,
},
‘Closed → NeedAction’ => {
label => ‘Reopen Case’,
update => ‘Comment’,
},
‘* → Rejected’ => {
label => ‘Reject’,
update => ‘Comment’,
},
‘Rejected → NeedAction’ => {
label => ‘NeedAction’,
update => ‘Comment’,
},
],
},
# Status mapping different different lifecycles
);
Any comments of this?On Tue, Aug 6, 2013 at 10:57 PM, Kevin Falcone falcone@bestpractical.comwrote:
On Tue, Aug 06, 2013 at 09:21:12PM +0800, Chrilly Cheng wrote:
Hi All,
I encountered this issue when i was trying to setup RT on a new
server.
I’ve created a Lifecycle in RT_SiteConfig.pm file:
Set(%Lifecycles,
cyclename => {
…
},
);
All queues i created are using this lifecycle, even the default
queue. But after i configured
and tested ticket lifecycle, i found out Quick search component shows
none ticket amount of
all those queues.
I tried to creat a new queue with approvals lifecycle, the ticket
amount of all status do
show. Then i tried to clear the mason data, replaced those
Quicksearch,
This implies that your custom lifecycle is not correct.
However, you didn’t show your lifecycle, so that’s just a guess.
-kevin
QueueSummaryByLifecycle QueueSummaryByStatus files in
/usr/share/request-tracker4/html/Elements, it turned out to make no
sense at all.
I’m so frustrated on this, somebody please help. Any comments or
ideas would be great
appreciated. Thanks all.
Br
Vodar
It’s not where you start – it’s where you finish that count.