RTIR New Queue issues and not being able to work with it

[aps]

Hello there,

We needed a new queue in RTIR and created one following the docs:

AdministrationTutorial - RTIR 5.0.6 Documentation - Best Practical

Specifically this:

To create a new RTIR queue, visit RT’s Admin → Queue → Create menu. Create the queue as normal, but be sure to select an RTIR lifecycle (incident_reports, incidents, investigations, or countermeasures). By doing so you include the queue into the RTIR system. After creating the queue, it will be available throughout RTIR alongside the four builtin incident response queues. Assign custom fields, watchers, etc. as desired.

The new queue is called Remediations and it had been based on Countermeasures lifecycle with some minor changes to the actions and mappings.

However we have few issues:

1. Unability to create a remediation from an incident:
   xx.xx.xx.xx - - [03/Apr/2025:10:09:35 +0200] "GET /RTIR//Create.html?Incident=990&Lifecycle=remediations HTTP/1.1" 302 -
   Please note the 302 (basically it’s a redir loop) and RTIR // Create which points us to the source code in RTIR/Create.html:

# As of RTIR 4.0, that's only true for Incidents
# If there's an RTIR specific create page for this kind of ticket, show that
if ( $m->comp_exists("/RTIR/$Type/Create.html") ) {
RT::Interface::Web::Redirect(RT::IR->HREFTo(
     "$Type/Create.html?"
    . $m->comp('/Elements/QueryString', %ARGS )));

And I suspect something is wrong here, because when we create, let’s say an Investigation or Countermeasures (which remediations lifecycle was based on) from an Incident the URL is different:
xx.xx.xx.xx - - [03/Apr/2025:10:16:02 +0200] "GET /RTIR/Create.html?Incident=990&Lifecycle=investigations HTTP/1.1" 200 95777

I am doing all testing from root account, to avoid any permissions issues.

2. How to add new queue to the RTIR dropdown?
   

   

3. For testing I have gone back to the queue and set the lifecycle to be specifically countermeasures and once I do that, whenever I want to create a ticket from incident in remediations I get permission denied, but doing that I am able to “cheat” and create and incident in countermeasures but select remediations:
   

   
   
   However this does not work as intended.

Now, I have seen some topics that would say that RTIR_SiteConfig.pm has to be created, but at the same time RTIR System Configuration shows the new queue being created and shows the mappings and actions to come from the database.

Are there any steps that need doing?

Thanks