RT ticket stuck in on_hold status

RT Users
1

Hi Sir/Madam,

we are using RT system for our test request tracking purposes. We have a ticket that was created, resolved and then put on hold. However, after this ticket is put on hold, we are unable to changed the ticket to any other status.

could you please help me with some guildance on what the issue may possibly be? (screenshot attached)

Thanks!
Luke

2

Tue,

What is RT doing? A description of how it acts, like error messages, etc.
would be helpful.

KennOn Wed, Oct 17, 2012 at 1:45 PM, Tue Minh minhtue86@yahoo.com wrote:

Hi Sir/Madam,

we are using RT system for our test request tracking purposes. We have a
ticket that was created, resolved and then put on hold. However, after this
ticket is put on hold, we are unable to changed the ticket to any other
status.

could you please help me with some guildance on what the issue may
possibly be? (screenshot attached)

Thanks!
Luke

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3

could you please help me with some guildance on what the issue may possibly be? (screenshot attached)

on_hold isn’t a standard status, so presumably this has been added by modifying the Lifecycle configuration. It sounds like the Lifecycle hasn’t been set up quite correctly. In particular, look at the ‘transitions’ section of the Lifecycle definition, which tells RT which transitions are allowed. I suspect that you didn’t put a transitions entry in place for your on_hold status.

Tim

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