RT 2.0.9...modifying statuses

Jesse,
I was wondering if you (or anyone else in the know) could
comment a little further on this topic. Is the unsupported issue
only adding new statuses to the array, or could it also potentially
break things to just change the names of the existing statuses? Has
anyone out there given this a shot? The only 2.0.9 installation I
have at hand right now is in quasi-kinda-sorta-production mode, and
it would be bad to break it (still trying to “sell” it to the powers
that be…oh so close).
If I could simply change the names of the existing statuses,
that would be a nice win. If I could add one extra status, that would
be a huge win. Thanks so much for any insight.

Yeah. but I still don’t recommend it :wink:

There’s an array defined in lib/RT/Queue.pm. But it’s really really
unsupported. It’s the first part of some work I was doing for a
client
who

ended up not paying :confused:

Just add to

@STATUS = qw(new open stalled resolved dead);

?

  • mz

Steve Gilbert gilbert@8020softwaretools.com
80/20 Software Tools www.8020softwaretools.com

Jesse,
I was wondering if you (or anyone else in the know) could
comment a little further on this topic. Is the unsupported issue
only adding new statuses to the array, or could it also potentially
break things to just change the names of the existing statuses? Has
anyone out there given this a shot? The only 2.0.9 installation I
have at hand right now is in quasi-kinda-sorta-production mode, and
it would be bad to break it (still trying to “sell” it to the powers
that be…oh so close).
If I could simply change the names of the existing statuses,
that would be a nice win. If I could add one extra status, that would
be a huge win. Thanks so much for any insight.

So, basically, adding statuses shouldn’t really break anything. But there’s
logic that does things based on ticket status. Changing the names of existing
statuses could cause logic not to fire or to misfire.> >On Thu, Nov 22, 2001 at 06:35:21PM -0800, matthew zeier wrote:

There’s an array defined in lib/RT/Queue.pm. But it’s really really
unsupported. It’s the first part of some work I was doing for a
client
who

ended up not paying :confused:

Just add to

@STATUS = qw(new open stalled resolved dead);

?

  • mz


Steve Gilbert gilbert@8020softwaretools.com
80/20 Software Tools www.8020softwaretools.com


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So, basically, adding statuses shouldn’t really break anything. But there’s
logic that does things based on ticket status. Changing the names of existing
statuses could cause logic not to fire or to misfire.

We’ve changed our own statuses since about 2.0.7something, and its been
working admirably. As you say, certain decisions screw up a bit (ie, we
have a status called ‘requestor’, meaning we’re waiting for input from
the requestor. If you reply to a ticket in that state, RT_System will
change the status to open, regardless), but I just haven’t applied the
necessary time to take a look and fix it.

Dewet

Dewet Diener dewet@itouchlabs.com -o)
Systems Administrator iTouch Labs /
Self-confessed geek and Linux fanatic __v

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