Hello you all,
I did the upgrade to RT4 and configured an extra status “wait-ok”. All seems well, except one thing.
When a ticket has the status “wait-ok” we can’t change its status anymore. Only the option “wait-ok” is visible in the dropdown
You can find the LifeCycle as I defined it in RT_SiteConfig.pm hereby.
Did I make some kind of typo? Something else? Thanks for looking in to it.
Lifecycles
Set(%Lifecycles,
default => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘wait-ok’,‘stalled’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],
defaults => {
on_create => 'new',
on_merge => 'resolved',
approved => 'open',
denied => 'rejected',
},
transitions => {
'' => [qw(new open resolved wait-ok)],
# from => [ to list ],
new => [qw(open stalled resolved rejected deleted wait-ok)],
open => [qw(new stalled resolved rejected deleted wait-ok)],
stalled => [qw(open rejected resolved deleted wait-ok)],
resolved => [qw(open stalled rejected deleted wait-ok)],
rejected => [qw(open stalled resolved deleted wait-ok)],
deleted => [qw(open stalled rejected resolved wait-ok)],
wait-ok => [qw(open stalled rejected deleted resolved)],
},
rights => {
'* -> deleted' => 'DeleteTicket',
'* -> *' => 'ModifyTicket',
},
actions => [
'new -> open' => {
label => 'Open It', # loc
update => 'Respond',
},
'new -> resolved' => {
label => 'Resolve', # loc
update => 'Comment',
},
'new -> rejected' => {
label => 'Reject', # loc
update => 'Respond',
},
'new -> deleted' => {
label => 'Delete', # loc
},
'new -> wait-ok' => {
label => 'Wait for OK', # loc
},
'open -> stalled' => {
label => 'Stall', # loc
update => 'Comment',
},
'open -> resolved' => {
label => 'Resolve', # loc
update => 'Comment',
},
'open -> rejected' => {
label => 'Reject', # loc
update => 'Respond',
},
'open -> wait-ok' => {
label => 'Wait for OK', # loc
},
'stalled -> open' => {
label => 'Open It', # loc
},
'stalled -> wait-ok' => {
label => 'Wait for OK', # loc
},
'resolved -> open' => {
label => 'Re-open', # loc
update => 'Comment',
},
'resolved -> wait-ok' => {
label => 'Wait for OK', # loc
},
'rejected -> open' => {
label => 'Re-open', # loc
update => 'Comment',
},
'rejected -> wait-ok' => {
label => 'Wait for OK', # loc
},
'deleted -> open' => {
label => 'Undelete', # loc
},
'deleted -> wait-ok' => {
label => 'Wait for OK', # loc
},
'wait-ok -> open' => {
label => 'Re-open', # loc
},
'wait-ok -> resolved' => {
label => 'Resolve', # loc
},
'wait-ok -> deleted' => {
label => 'Delete', # loc
},
'wait-ok -> rejected' => {
label => 'Reject', # loc
},
],
},
don’t change lifecyle of the approvals, they are not capable to deal with
custom statuses
approvals => {
initial => [ 'new' ],
active => [ 'open', 'stalled' ],
inactive => [ 'resolved', 'rejected', 'deleted' ],
defaults => {
on_create => 'new',
on_merge => 'resolved',
},
transitions => {
'' => [qw(new open resolved)],
# from => [ to list ],
new => [qw(open stalled resolved rejected deleted)],
open => [qw(new stalled resolved rejected deleted)],
stalled => [qw(new open rejected resolved deleted)],
resolved => [qw(new open stalled rejected deleted)],
rejected => [qw(new open stalled resolved deleted)],
deleted => [qw(new open stalled rejected resolved)],
},
rights => {
'* -> deleted' => 'DeleteTicket',
'* -> rejected' => 'ModifyTicket',
'* -> *' => 'ModifyTicket',
},
actions => [
'new -> open' => {
label => 'Open It', # loc
update => 'Respond',
},
'new -> resolved' => {
label => 'Resolve', # loc
update => 'Comment',
},
'new -> rejected' => {
label => 'Reject', # loc
update => 'Respond',
},
'new -> deleted' => {
label => 'Delete', # loc
},
'open -> stalled' => {
label => 'Stall', # loc
update => 'Comment',
},
'open -> resolved' => {
label => 'Resolve', # loc
update => 'Comment',
},
'open -> rejected' => {
label => 'Reject', # loc
update => 'Respond',
},
'stalled -> open' => {
label => 'Open It', # loc
},
'resolved -> open' => {
label => 'Re-open', # loc
update => 'Comment',
},
'rejected -> open' => {
label => 'Re-open', # loc
update => 'Comment',
},
'deleted -> open' => {
label => 'Undelete', # loc
},
],
},
);
Thx,
Lieven Bridts