Status '' isn't valid status for tickets in this queue Error

RT Users
1

I am learning all of this as I go, but I got RT up and running some
time ago. We have been going for about a year now and just tweaking
small things as we need. I recently had a user start getting this
email

Sub: Ticket creation failed: ticket ####

Status ‘’ isn’t a valid status for tickets in this queue.

She had made a ticket in a queue as usual and tried to change the
status and received this error. I’m confused on where to even start
looking for what the problem might be? It did allow her to change the
status, but no idea why she is getting this message?

We are running RT 4.0.4 with some custom lifecycles. I have double
checked for typos in the lifecycles, but can’t find anything. I’d love
to upgrade, but I am pretty lost on that process.

Thanks in advance!

2

Have you enabled debug logging? The output of the log during the attempted
ticket creation could be of great assistance.

Is the problem specific to this user? Can you confirm that she’s
attempting to create the ticket via email and not via the web? If she has
web access, do you know whether the problem exists there also?On 17 July 2014 01:51, Wendi M. wendi413@gmail.com wrote:

I am learning all of this as I go, but I got RT up and running some time ago. We have been going for about a year now and just tweaking small things as we need. I recently had a user start getting this email

Sub: Ticket creation failed: ticket ####

Status ‘’ isn’t a valid status for tickets in this queue.

She had made a ticket in a queue as usual and tried to change the status and received this error. I’m confused on where to even start looking for what the problem might be? It did allow her to change the status, but no idea why she is getting this message?

We are running RT 4.0.4 with some custom lifecycles. I have double checked for typos in the lifecycles, but can’t find anything. I’d love to upgrade, but I am pretty lost on that process.

Thanks in advance!

–
RT Training - Boston, September 9-10
http://bestpractical.com/training

3

Thanks for the reply Alex!

Actually, that led me to the answer… or rather another question.

She came to me yesterday and said she was accidentally emailing our RT
instance email instead of a person. That clued me in, and I attempted to
create a ticket via email, which apparently does not work anymore.

We have a custom lifecycle on these queues, and I imagine that is causing
some error? We never make tickets that way, so I guess I never tried it.

Replies are confirmed working, and I can create tickets via email in other
(default) queues fine.

So my question then:
What did I need to do to get email ticket creation working for custom
lifecycles?
I already have the initial status setting as 'new" in RT_SiteConfig, but
this email indicates it’s blank?
---- snippet
Set( %Lifecycles, webdev => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘testing’, ‘dev_question’,
‘qc_question’, ‘qc_approved’, ‘dept_approved’, ‘pending’, ‘stalled’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],

    transitions => {

Alternately, I’d love to turn off email ticket creation altogether honestly

  • can I do that? It’s fine it doesn’t work, would just need to get rid of
    that error email.

Thanks again!On Wed, Jul 16, 2014 at 11:01 AM, Alex Peters alex@peters.net wrote:

Have you enabled debug logging? The output of the log during the
attempted ticket creation could be of great assistance.

Is the problem specific to this user? Can you confirm that she’s
attempting to create the ticket via email and not via the web? If she has
web access, do you know whether the problem exists there also?

On 17 July 2014 01:51, Wendi M. wendi413@gmail.com wrote:

I am learning all of this as I go, but I got RT up and running some time ago. We have been going for about a year now and just tweaking small things as we need. I recently had a user start getting this email

Sub: Ticket creation failed: ticket ####

Status ‘’ isn’t a valid status for tickets in this queue.

She had made a ticket in a queue as usual and tried to change the status and received this error. I’m confused on where to even start looking for what the problem might be? It did allow her to change the status, but no idea why she is getting this message?

We are running RT 4.0.4 with some custom lifecycles. I have double checked for typos in the lifecycles, but can’t find anything. I’d love to upgrade, but I am pretty lost on that process.

Thanks in advance!

–
RT Training - Boston, September 9-10
http://bestpractical.com/training

4

Your pasted snippet doesn’t include an on_create definition, which is used
to determine which status is applied to tickets created by email:

https://www.bestpractical.com/docs/rt/latest/customizing/lifecycles.html#Default-Status

Probably a good idea to check that that’s there and properly defined.

Additionally, although not referenced by the above page, I think statuses
have a length limit of 10 characters. Your example defines statuses of up
to 13 characters in length. I’m not sure whether that’s contributing to
your current issue or not. This limitation is mentioned on the wiki,
although it also warns that the info is out of date, so it could be wise to
search the release notes for changes to the status length limit:

http://requesttracker.wikia.com/wiki/CustomStatuses

Ticket creation via email could probably be disabled at the MTA
configuration level by rejecting emails that don’t reference a ticket
number in the subject. I hope that the above ideas fix your issue though,
and make disabling ticket creation via email unnecessary.On 19/07/2014 4:22 am, “Wendi M.” wendi413@gmail.com wrote:

Thanks for the reply Alex!

Actually, that led me to the answer… or rather another question.

She came to me yesterday and said she was accidentally emailing our RT
instance email instead of a person. That clued me in, and I attempted to
create a ticket via email, which apparently does not work anymore.

We have a custom lifecycle on these queues, and I imagine that is causing
some error? We never make tickets that way, so I guess I never tried it.

Replies are confirmed working, and I can create tickets via email in other
(default) queues fine.

So my question then:
What did I need to do to get email ticket creation working for custom
lifecycles?
I already have the initial status setting as 'new" in RT_SiteConfig, but
this email indicates it’s blank?
---- snippet
Set( %Lifecycles, webdev => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘testing’, ‘dev_question’,
‘qc_question’, ‘qc_approved’, ‘dept_approved’, ‘pending’, ‘stalled’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],

    transitions => {

Alternately, I’d love to turn off email ticket creation altogether
honestly - can I do that? It’s fine it doesn’t work, would just need to get
rid of that error email.

Thanks again!

On Wed, Jul 16, 2014 at 11:01 AM, Alex Peters alex@peters.net wrote:

Have you enabled debug logging? The output of the log during the
attempted ticket creation could be of great assistance.

Is the problem specific to this user? Can you confirm that she’s
attempting to create the ticket via email and not via the web? If she has
web access, do you know whether the problem exists there also?

On 17 July 2014 01:51, Wendi M. wendi413@gmail.com wrote:

I am learning all of this as I go, but I got RT up and running some time ago. We have been going for about a year now and just tweaking small things as we need. I recently had a user start getting this email

Sub: Ticket creation failed: ticket ####

Status ‘’ isn’t a valid status for tickets in this queue.

She had made a ticket in a queue as usual and tried to change the status and received this error. I’m confused on where to even start looking for what the problem might be? It did allow her to change the status, but no idea why she is getting this message?

We are running RT 4.0.4 with some custom lifecycles. I have double checked for typos in the lifecycles, but can’t find anything. I’d love to upgrade, but I am pretty lost on that process.

Thanks in advance!

–
RT Training - Boston, September 9-10
http://bestpractical.com/training

–
RT Training - Boston, September 9-10
http://bestpractical.com/training

5

Please disregard the bit about statuses needing to be 10 characters in
length or shorter. As of some release in the RT v4.0 series (the site
doesn’t indicate which release, but probably v4.0.0), the limit is 64
characters:

https://www.bestpractical.com/docs/rt/4.0/RT/Ticket.html#Status

The wiki needs to be updated with version information for that earlier
restriction.On 19/07/2014 11:37 am, “Alex Peters” alex@peters.net wrote:

Your pasted snippet doesn’t include an on_create definition, which is used
to determine which status is applied to tickets created by email:

Customizing/Lifecycles - RT 5.0.5 Documentation - Best Practical

Probably a good idea to check that that’s there and properly defined.

Additionally, although not referenced by the above page, I think statuses
have a length limit of 10 characters. Your example defines statuses of up
to 13 characters in length. I’m not sure whether that’s contributing to
your current issue or not. This limitation is mentioned on the wiki,
although it also warns that the info is out of date, so it could be wise to
search the release notes for changes to the status length limit:

http://requesttracker.wikia.com/wiki/CustomStatuses

Ticket creation via email could probably be disabled at the MTA
configuration level by rejecting emails that don’t reference a ticket
number in the subject. I hope that the above ideas fix your issue though,
and make disabling ticket creation via email unnecessary.
On 19/07/2014 4:22 am, “Wendi M.” wendi413@gmail.com wrote:

Thanks for the reply Alex!

Actually, that led me to the answer… or rather another question.

She came to me yesterday and said she was accidentally emailing our RT
instance email instead of a person. That clued me in, and I attempted to
create a ticket via email, which apparently does not work anymore.

We have a custom lifecycle on these queues, and I imagine that is causing
some error? We never make tickets that way, so I guess I never tried it.

Replies are confirmed working, and I can create tickets via email in
other (default) queues fine.

So my question then:
What did I need to do to get email ticket creation working for custom
lifecycles?
I already have the initial status setting as 'new" in RT_SiteConfig, but
this email indicates it’s blank?
---- snippet
Set( %Lifecycles, webdev => {
initial => [ ‘new’ ],
active => [ ‘open’, ‘testing’, ‘dev_question’,
‘qc_question’, ‘qc_approved’, ‘dept_approved’, ‘pending’, ‘stalled’ ],
inactive => [ ‘resolved’, ‘rejected’, ‘deleted’ ],

    transitions => {

Alternately, I’d love to turn off email ticket creation altogether
honestly - can I do that? It’s fine it doesn’t work, would just need to get
rid of that error email.

Thanks again!

On Wed, Jul 16, 2014 at 11:01 AM, Alex Peters alex@peters.net wrote:

Have you enabled debug logging? The output of the log during the
attempted ticket creation could be of great assistance.

Is the problem specific to this user? Can you confirm that she’s
attempting to create the ticket via email and not via the web? If she has
web access, do you know whether the problem exists there also?

On 17 July 2014 01:51, Wendi M. wendi413@gmail.com wrote:

I am learning all of this as I go, but I got RT up and running some time ago. We have been going for about a year now and just tweaking small things as we need. I recently had a user start getting this email

Sub: Ticket creation failed: ticket ####

Status ‘’ isn’t a valid status for tickets in this queue.

She had made a ticket in a queue as usual and tried to change the status and received this error. I’m confused on where to even start looking for what the problem might be? It did allow her to change the status, but no idea why she is getting this message?

We are running RT 4.0.4 with some custom lifecycles. I have double checked for typos in the lifecycles, but can’t find anything. I’d love to upgrade, but I am pretty lost on that process.

Thanks in advance!

–
RT Training - Boston, September 9-10
http://bestpractical.com/training

–
RT Training - Boston, September 9-10
http://bestpractical.com/training