RT380: Adding custom Status

Hello,

I am moving from 363 to 380 and in the process need to add in a custom
Status that was previously created in out 363 environment. I was not the
person who implemented the 363 version, so I am not aware of the details
for the changes. I have seen that there are a few arrays that need to be
update in RT config files, as well as seeing many new version of files
under RT_HOME/local/html.

I was wondering if there is any documentation or links that guide you
through added a custom status entry. I just don’t want to hack away at
it, and miss something if there is already docs available.

Cheers

Paul

“This email is confidential. Any unauthorized use or disclosure is
strictly prohibited.”

This will help you :slight_smile:

http://wiki.bestpractical.com/view/CustomStatuses

Regards,

ALBERTO VILLANUEVA VAL

Consultor

Altran

ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

http://www.altran.es www.altran.es

size=2 width=“100%” align=center>De: rt-users-bounces@lists.bestpractical.com
[mailto:rt-users-bounces@lists.bestpractical.com] En nombre de O’Leary, Paul
Enviado el: jueves, 18 de diciembre de 2008 16:46
Para: rt-users@lists.bestpractical.com
CC: poleary1@gmail.com
Asunto: [rt-users] RT380: Adding custom Status

Hello,

I am moving from 363 to 380 and in the process need to add in a custom
Status that was previously created in out 363 environment. I was not the
person who implemented the 363 version, so I am not aware of the details for
the changes. I have seen that there are a few arrays that need to be update
in RT config files, as well as seeing many new version of files under
RT_HOME/local/html.

I was wondering if there is any documentation or links that guide you
through added a custom status entry. I just don’t want to hack away at it,
and miss something if there is already docs available.

Cheers

Paul

“This email is confidential. Any unauthorized use or disclosure is
strictly prohibited.”

Thanks, I had seen this before and used to initially to test my status.
I am adding a “Complete” status to my tickets in addition to resolved.
It does indeed add the status to the list of statuses in the drop down
menu, but it does not show the “Complete” link in pages that show Open,
Resolve, etc. For example the RT at a Glance Quick Search shows only New
Open and Stalled, it does not have my Complete column. Also the main
ticket display page show Open, Comment, Reply and Resolve as links at
the top of the ticket. I would like to have my Complete show there as
well. I assume this is where all the local html files come into play to
override the defaults. I am looking for a list of files I guess that
need to be editing to add the functionality I describe. Sorry if I
wasn’t clear on what I was looking for.

In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of
stuff in it, but that doesn’t exist on 380 under RTHOME/share/html as it
does in 363. There also appears to be several pages under the Elements
directory that have changed.

Is there a list that shows which files would need to be edited? Or a
procedure to follow to add this functionality?

Again, many thanks.From: Alberto Villanueva [mailto:alberto.villanueva@altran.es]
Sent: Thursday, December 18, 2008 10:51 AM
To: O’Leary, Paul; rt-users@lists.bestpractical.com
Cc: poleary1@gmail.com
Subject: RE: [rt-users] RT380: Adding custom Status

This will help you :slight_smile:

http://wiki.bestpractical.com/view/CustomStatuses

Regards,

ALBERTO VILLANUEVA VAL

Consultor

ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es http://www.altran.es

“This email is confidential. Any unauthorized use or disclosure is
strictly prohibited.”

“This email is confidential. Any unauthorized use or disclosure is
strictly prohibited.”

I have done the same, putting the following into my RT_SiteConfig.pm
file

Add the custom status for Complete to config

Set(@ActiveStatus, qw(new assesing assessed open stalled complete));

Set(@InactiveStatus, qw(resolved rejected deleted));

Did an httpd restart which restarted apache ok. But I still cannot see
the complete status on any of the pages?

Is there anything in the RT cache that may need to be cleared out?
Mason_data?

Cheers

PaulFrom: Alberto Villanueva [mailto:alberto.villanueva@altran.es]
Sent: Thursday, December 18, 2008 11:14 AM
To: O’Leary, Paul
Subject: RE: [rt-users] RT380: Adding custom Status

I have resolved the same problem to writing the “RT_SiteConfig.pm” file,
and restarting apache.

Set(@ActiveStatus, qw(new open stalled ));

Set(@InactiveStatus, qw(resolved rejected deleted));

Regards,

ALBERTO VILLANUEVA VAL

Consultor

ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es http://www.altran.es


De: O’Leary, Paul [mailto:Paul_OLeary@breconridge.com]
Enviado el: jueves, 18 de diciembre de 2008 17:05
Para: Alberto Villanueva; rt-users@lists.bestpractical.com
CC: poleary1@gmail.com
Asunto: RE: [rt-users] RT380: Adding custom Status

Thanks, I had seen this before and used to initially to test my status.
I am adding a “Complete” status to my tickets in addition to resolved.
It does indeed add the status to the list of statuses in the drop down
menu, but it does not show the “Complete” link in pages that show Open,
Resolve, etc. For example the RT at a Glance Quick Search shows only New
Open and Stalled, it does not have my Complete column. Also the main
ticket display page show Open, Comment, Reply and Resolve as links at
the top of the ticket. I would like to have my Complete show there as
well. I assume this is where all the local html files come into play to
override the defaults. I am looking for a list of files I guess that
need to be editing to add the functionality I describe. Sorry if I
wasn’t clear on what I was looking for.

In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of
stuff in it, but that doesn’t exist on 380 under RTHOME/share/html as it
does in 363. There also appears to be several pages under the Elements
directory that have changed.

Is there a list that shows which files would need to be edited? Or a
procedure to follow to add this functionality?

Again, many thanks.

From: Alberto Villanueva [mailto:alberto.villanueva@altran.es]
Sent: Thursday, December 18, 2008 10:51 AM
To: O’Leary, Paul; rt-users@lists.bestpractical.com
Cc: poleary1@gmail.com
Subject: RE: [rt-users] RT380: Adding custom Status

This will help you :slight_smile:

http://wiki.bestpractical.com/view/CustomStatuses

Regards,

ALBERTO VILLANUEVA VAL

Consultor

ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es http://www.altran.es

“This email is confidential. Any unauthorized use or disclosure is
strictly prohibited.”

“This email is confidential. Any unauthorized use or disclosure is
strictly prohibited.”

“This email is confidential. Any unauthorized use or disclosure is
strictly prohibited.”

I would try to write the same in the “RT_Config.pm” file, and you should
remove these lines of the “RT_SiteConfig.pm” file.

And. restart apache

Good luck!!

Regards,

ALBERTO VILLANUEVA VAL

Consultor

Altran

ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

http://www.altran.es www.altran.es

size=2 width=“100%” align=center>De: O’Leary, Paul [mailto:Paul_OLeary@breconridge.com]
Enviado el: jueves, 18 de diciembre de 2008 17:19
Para: Alberto Villanueva
CC: rt-users@lists.bestpractical.com
Asunto: RE: [rt-users] RT380: Adding custom Status

I have done the same, putting the following into my RT_SiteConfig.pm file

Add the custom status for Complete to config

Set(@ActiveStatus, qw(new assesing assessed open stalled complete));

Set(@InactiveStatus, qw(resolved rejected deleted));

Did an httpd restart which restarted apache ok. But I still cannot see the
complete status on any of the pages?

Is there anything in the RT cache that may need to be cleared out?
Mason_data?

Cheers

Paul

From: Alberto Villanueva [mailto:alberto.villanueva@altran.es]
Sent: Thursday, December 18, 2008 11:14 AM
To: O’Leary, Paul
Subject: RE: [rt-users] RT380: Adding custom Status

I have resolved the same problem to writing the “RT_SiteConfig.pm” file, and
restarting apache.

Set(@ActiveStatus, qw(new open stalled ));

Set(@InactiveStatus, qw(resolved rejected deleted));

Regards,

ALBERTO VILLANUEVA VAL

Consultor

Altran

ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

http://www.altran.es www.altran.es


De: O’Leary, Paul [mailto:Paul_OLeary@breconridge.com]
Enviado el: jueves, 18 de diciembre de 2008 17:05
Para: Alberto Villanueva; rt-users@lists.bestpractical.com
CC: poleary1@gmail.com
Asunto: RE: [rt-users] RT380: Adding custom Status

Thanks, I had seen this before and used to initially to test my status. I am
adding a “Complete” status to my tickets in addition to resolved. It does
indeed add the status to the list of statuses in the drop down menu, but it
does not show the “Complete” link in pages that show Open, Resolve, etc. For
example the RT at a Glance Quick Search shows only New Open and Stalled, it
does not have my Complete column. Also the main ticket display page show
Open, Comment, Reply and Resolve as links at the top of the ticket. I would
like to have my Complete show there as well. I assume this is where all the
local html files come into play to override the defaults. I am looking for a
list of files I guess that need to be editing to add the functionality I
describe. Sorry if I wasn’t clear on what I was looking for.

In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of stuff
in it, but that doesn’t exist on 380 under RTHOME/share/html as it does in
363. There also appears to be several pages under the Elements directory
that have changed.

Is there a list that shows which files would need to be edited? Or a
procedure to follow to add this functionality?

Again, many thanks.

From: Alberto Villanueva [mailto:alberto.villanueva@altran.es]
Sent: Thursday, December 18, 2008 10:51 AM
To: O’Leary, Paul; rt-users@lists.bestpractical.com
Cc: poleary1@gmail.com
Subject: RE: [rt-users] RT380: Adding custom Status

This will help you :slight_smile:

http://wiki.bestpractical.com/view/CustomStatuses

Regards,

ALBERTO VILLANUEVA VAL

Consultor

Altran

ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

http://www.altran.es www.altran.es

“This email is confidential. Any unauthorized use or disclosure is
strictly prohibited.”

“This email is confidential. Any unauthorized use or disclosure is
strictly prohibited.”

“This email is confidential. Any unauthorized use or disclosure is
strictly prohibited.”

It is very bad practice to modify RT_Config rather than RT_SiteConfig
since upgrades will overwrite RT_Config. ALL changes that are
site-specific should go in RT_SiteConfig.

To answer the question asked, I have a script that I run whenever I make
changes to my RT:
service httpd stop
rm -rf /usr/local/rt3/var/mason_data/*
service httpd start

Alberto Villanueva wrote:

I would try to write the same in the �RT_Config.pm� file, and you
should remove these lines of the �RT_SiteConfig.pm� file.

And� restart apache

Good luck!!

Regards,

ALBERTO VILLANUEVA VAL

Consultor


Altran

ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es http://www.altran.es


size=2 width=“100%” align=center>

De: O’Leary, Paul [mailto:Paul_OLeary@breconridge.com]
Enviado el: jueves, 18 de diciembre de 2008 17:19
Para: Alberto Villanueva
CC: rt-users@lists.bestpractical.com
Asunto: RE: [rt-users] RT380: Adding custom Status

I have done the same, putting the following into my RT_SiteConfig.pm file

Add the custom status for Complete to config

Set(@ActiveStatus, qw(new assesing assessed open stalled complete));

Set(@InactiveStatus, qw(resolved rejected deleted));

Did an httpd restart which restarted apache ok. But I still cannot see
the complete status on any of the pages?

Is there anything in the RT cache that may need to be cleared out?
Mason_data?

Cheers

Paul


From: Alberto Villanueva [mailto:alberto.villanueva@altran.es]
Sent: Thursday, December 18, 2008 11:14 AM
To: O’Leary, Paul
Subject: RE: [rt-users] RT380: Adding custom Status

I have resolved the same problem to writing the �RT_SiteConfig.pm�
file, and restarting apache.

Set(@ActiveStatus, qw(new open stalled ));

Set(@InactiveStatus, qw(resolved rejected deleted));

Regards,

ALBERTO VILLANUEVA VAL

Consultor


Altran

ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es http://www.altran.es


De: O’Leary, Paul [mailto:Paul_OLeary@breconridge.com]
Enviado el: jueves, 18 de diciembre de 2008 17:05
Para: Alberto Villanueva; rt-users@lists.bestpractical.com
CC: poleary1@gmail.com
Asunto: RE: [rt-users] RT380: Adding custom Status

Thanks, I had seen this before and used to initially to test my
status. I am adding a �Complete� status to my tickets in addition to
resolved. It does indeed add the status to the list of statuses in the
drop down menu, but it does not show the �Complete� link in pages that
show Open, Resolve, etc. For example the RT at a Glance Quick Search
shows only New Open and Stalled, it does not have my Complete column.
Also the main ticket display page show Open, Comment, Reply and
Resolve as links at the top of the ticket. I would like to have my
Complete show there as well. I assume this is where all the local html
files come into play to override the defaults. I am looking for a list
of files I guess that need to be editing to add the functionality I
describe. Sorry if I wasn�t clear on what I was looking for.

In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of
stuff in it, but that doesn�t exist on 380 under RTHOME/share/html as
it does in 363. There also appears to be several pages under the
Elements directory that have changed.

Is there a list that shows which files would need to be edited? Or a
procedure to follow to add this functionality?

Again, many thanks.


From: Alberto Villanueva [mailto:alberto.villanueva@altran.es]
Sent: Thursday, December 18, 2008 10:51 AM
To: O’Leary, Paul; rt-users@lists.bestpractical.com
Cc: poleary1@gmail.com
Subject: RE: [rt-users] RT380: Adding custom Status

This will help you J

http://wiki.bestpractical.com/view/CustomStatuses

Regards,

ALBERTO VILLANUEVA VAL

Consultor


Altran

ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es http://www.altran.es

“This email is confidential. Any unauthorized use or disclosure is
strictly prohibited.”

“This email is confidential. Any unauthorized use or disclosure is
strictly prohibited.”

“This email is confidential. Any unauthorized use or disclosure is
strictly prohibited.”



http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati

I am according of Drew. I have forgotten to say it. Sorry :frowning:

Furthermore, Drew’s advice appears in the wiki many times.

Once I had to do it in the RT_Config.pm file because the server was changed
completely :frowning: :frowning:

Regards,

ALBERTO VILLANUEVA VAL

Consultor

Altran

ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.esDe: Drew Barnes [mailto:barnesaw@ucrwcu.rwc.uc.edu]
Enviado el: jueves, 18 de diciembre de 2008 17:35
Para: Alberto Villanueva
CC: rt-users@lists.bestpractical.com
Asunto: Re: [rt-users] RT380: Adding custom Status

It is very bad practice to modify RT_Config rather than RT_SiteConfig
since upgrades will overwrite RT_Config. ALL changes that are
site-specific should go in RT_SiteConfig.

To answer the question asked, I have a script that I run whenever I make
changes to my RT:
service httpd stop
rm -rf /usr/local/rt3/var/mason_data/*
service httpd start

Alberto Villanueva wrote:

I would try to write the same in the “RT_Config.pm” file, and you
should remove these lines of the “RT_SiteConfig.pm” file.

And. restart apache

Good luck!!

Regards,

ALBERTO VILLANUEVA VAL

Consultor


Altran

ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es http://www.altran.es


size=2 width=“100%” align=center>

De: O’Leary, Paul [mailto:Paul_OLeary@breconridge.com]
Enviado el: jueves, 18 de diciembre de 2008 17:19
Para: Alberto Villanueva
CC: rt-users@lists.bestpractical.com
Asunto: RE: [rt-users] RT380: Adding custom Status

I have done the same, putting the following into my RT_SiteConfig.pm file

Add the custom status for Complete to config

Set(@ActiveStatus, qw(new assesing assessed open stalled complete));

Set(@InactiveStatus, qw(resolved rejected deleted));

Did an httpd restart which restarted apache ok. But I still cannot see
the complete status on any of the pages?

Is there anything in the RT cache that may need to be cleared out?
Mason_data?

Cheers

Paul


From: Alberto Villanueva [mailto:alberto.villanueva@altran.es]
Sent: Thursday, December 18, 2008 11:14 AM
To: O’Leary, Paul
Subject: RE: [rt-users] RT380: Adding custom Status

I have resolved the same problem to writing the "RT_SiteConfig.pm"
file, and restarting apache.

Set(@ActiveStatus, qw(new open stalled ));

Set(@InactiveStatus, qw(resolved rejected deleted));

Regards,

ALBERTO VILLANUEVA VAL

Consultor


Altran

ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es http://www.altran.es


De: O’Leary, Paul [mailto:Paul_OLeary@breconridge.com]
Enviado el: jueves, 18 de diciembre de 2008 17:05
Para: Alberto Villanueva; rt-users@lists.bestpractical.com
CC: poleary1@gmail.com
Asunto: RE: [rt-users] RT380: Adding custom Status

Thanks, I had seen this before and used to initially to test my
status. I am adding a “Complete” status to my tickets in addition to
resolved. It does indeed add the status to the list of statuses in the
drop down menu, but it does not show the “Complete” link in pages that
show Open, Resolve, etc. For example the RT at a Glance Quick Search
shows only New Open and Stalled, it does not have my Complete column.
Also the main ticket display page show Open, Comment, Reply and
Resolve as links at the top of the ticket. I would like to have my
Complete show there as well. I assume this is where all the local html
files come into play to override the defaults. I am looking for a list
of files I guess that need to be editing to add the functionality I
describe. Sorry if I wasn’t clear on what I was looking for.

In 363, I have an RTHOME/local/html/Callbacks subdir that has a lot of
stuff in it, but that doesn’t exist on 380 under RTHOME/share/html as
it does in 363. There also appears to be several pages under the
Elements directory that have changed.

Is there a list that shows which files would need to be edited? Or a
procedure to follow to add this functionality?

Again, many thanks.


From: Alberto Villanueva [mailto:alberto.villanueva@altran.es]
Sent: Thursday, December 18, 2008 10:51 AM
To: O’Leary, Paul; rt-users@lists.bestpractical.com
Cc: poleary1@gmail.com
Subject: RE: [rt-users] RT380: Adding custom Status

This will help you J

http://wiki.bestpractical.com/view/CustomStatuses

Regards,

ALBERTO VILLANUEVA VAL

Consultor


Altran

ParqueEmpresarial Las Mercedes, Edificio 1
C/ Campezo, 1. 28022 Madrid
Tel : + 34 91 744 46 00
Fax: + 34 91 415 24 57

www.altran.es http://www.altran.es

“This email is confidential. Any unauthorized use or disclosure is
strictly prohibited.”

“This email is confidential. Any unauthorized use or disclosure is
strictly prohibited.”

“This email is confidential. Any unauthorized use or disclosure is
strictly prohibited.”



http://lists.bestpractical.com/cgi-bin/mailman/listinfo/rt-users

Community help: http://wiki.bestpractical.com
Commercial support: sales@bestpractical.com

Discover RT’s hidden secrets with RT Essentials from O’Reilly Media.
Buy a copy at http://rtbook.bestpractical.com

Drew Barnes
Applications Analyst
Network Resources Department
Raymond Walters College
University of Cincinnati