Status menu has two resolved selections

Hi all -

I’ve attached a screenshot of what I’m experiencing – so hopefully the list
allows image attachments.

Basically, when I go into a ticket and want to choose a status, resolved
shows up twice. Not causing any issues (that I know of) – it was just
brought to my attention and I would like to fix it if possible.

The only thing I can think of is I put this in my RT_SiteConfig.pm:

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

in order to have only New, Open, and Resolved tickets show up in the Quick
Search box. Would that be the cause?

Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.edu

Hi all -
I’ve attached a screenshot of what I’m experiencing – so hopefully the list allows image
attachments.
Basically, when I go into a ticket and want to choose a status, resolved shows up twice. Not
causing any issues (that I know of) – it was just brought to my attention and I would like to
fix it if possible.
The only thing I can think of is I put this in my RT_SiteConfig.pm:
Set(@ActiveStatus, qw(
new open resolved));
in order to have only New, Open, and Resolved tickets show up in the Quick Search box. Would
that be the cause?

Go look at Configuration -> Tools -> System Configuration
I bet resolved is still in InactiveStatus

I can’t actually recommend adding resolved to ActiveStatus just to
change the behavior of Quick Search, but if you’re going to do it, you
should be consistent.

-kevin

Yes, it is still in InactiveStatus. How would I go about removing it.

Also, why not put resolved in ActiveStatus. That’s what I found to do when
I searched all of the mailing lists…
Max McGrath
Asst. Network Admin/Systems Specialist
Carthage College
262-552-5512
mmcgrath@carthage.eduOn Thu, Jul 15, 2010 at 12:32 PM, Kevin Falcone falcone@bestpractical.comwrote:

On Thu, Jul 15, 2010 at 12:24:57PM -0500, Max McGrath wrote:

Hi all -
I’ve attached a screenshot of what I’m experiencing – so hopefully
the list allows image
attachments.
Basically, when I go into a ticket and want to choose a status,
resolved shows up twice. Not
causing any issues (that I know of) – it was just brought to my
attention and I would like to
fix it if possible.
The only thing I can think of is I put this in my RT_SiteConfig.pm:
Set(@ActiveStatus, qw(
new open resolved));
in order to have only New, Open, and Resolved tickets show up in the
Quick Search box. Would
that be the cause?

Go look at Configuration -> Tools -> System Configuration
I bet resolved is still in InactiveStatus

I can’t actually recommend adding resolved to ActiveStatus just to
change the behavior of Quick Search, but if you’re going to do it, you
should be consistent.

-kevin

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Because it’s not active. It’s resolved, archived, done.
Searching such should be done explicitly, not implicitly;
compare GMail.

See http://wiki.bestpractical.com/view/SimpleSearchIncludeResolved

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